Transfer Calls to Away agent

12 Comentarios

  • Kasper B. Christensen

    I suggested this in the Announcement of the Away state as well, so I strongly agree, that this is needed. We feel like this is very basic functionality, that without a doubt should be avaliable.

    4
  • Amedeo Juarez

    Any other work arounds? My campaign is using ZenDesk Talk, and we're looking into options regarding transferring customers to a specific group or person. Currently, as stated above, we cannot transfer unless the other person is in Available and once they're available they will get the next customer calling in or the transfer. There's no way to differentiate.

    1
  • Amber R

    Our team would really benefit from this ability as well! Right now we have to take our Team Leads out of support and then go online to take an escalation without getting another call. In this process we lose any open tickets from support and then have to go find and reassign them after the call. Another option is Barge, which allows agents to be on a call without being online but the original agent on the call can not hang up without terminating the whole call.

    3
  • George

    Ηello

     

    Any updates here?

    Ty

    3
  • David Garceau

    Agreed on this, it should be up to the away agent if they can take transferred calls or not.

    3
  • August Acker

    Hi all, 

    +1 for this request. We need the option to transfer but not receive normal calls for our agents.

    2
  • Adrian Bishop

    I've recently asked for this on chat support, a manager of a group may need to be transferred a call from another agent but doesn't want to be in the main queue.

    At the moment my colleagues have to contact me outside of Zendesk to ask if I can receive a call, this isn't ideal, we need a function so that calls can be transferred without being online.

    2
  • Katie Rolfe

    This addition would make a huge improvement. Currently when escalating a call to a manager we need to arrange a call back instead of making a live transfer which is poor service for the Customer. 

    0
  • Adrian Bishop

    Any further thoughts on this? At the moment I don't actually see when you would use the 'away' status? It doesn't really serve any purpose?

    1
  • Parth Amin

    Hello everyone, 

    I also agree with the above thread. We absolutely need this basic functionality to be available to us. Away status transferring is a very basic solution to my alternate idea which is to redo how "groups" work currently. We should be able to assign a group to an agent with additional functionality to toggle on and off different channel options for that group. As in if we want that agent to be in that group but only to receive calls and not handle emails then it should be something we should be able to choose. The reverse should be possible too for supervisors or managers so that they can remain in the respective groups to still handle tickets that they have initiated but can still be online for calls only for dedicated groups so that call transfers and other urgent lines can remain open for them. 

    Just my thought. 

    1
  • Khajik Khajadourian

    Is there an update on this feature request? This is absolutely necessary for a Talk product. 

    0
  • Will Yolen

    Checking in and expressing need for this feature request. Is there any update regarding this?

    0

Iniciar sesión para dejar un comentario.

Tecnología de Zendesk