With the current 'warm transfer' feature:
"When you transfer a call directly to an agent, you can consult with the other agent before handing off the call".
Surprisingly, this is also possible when transferring to external numbers....but not to groups.
It would be great to have the same functionality when transferring to a Group.
- Agent receives a call, they triage the call and need to transfer to another group. If they search and select another group for transfer, currently the call is handed off WITHOUT a 'warm transfer' and an agent to agent consultation doesn't take place. This can negatively affect the customer experience.
I believe that agent to group transfer puts the call into a queue, however, it would be great if the transferring agent can wait on the call until it's assigned/transferred/offered to an agent in the receiving group. That way, they can cancel the transfer if a group agent doesn't pick up in a timeframe that is suitable and they can then also consult with the receiving agent before hand off if they do 'pick-up' the transferred call.
Please sign in to leave a comment.