Agents can only talk together if they are forwarding a call.
Agents would like to talk to another agent even there is no current call with a customer.
This feature is very useful for decentralized support organisations and agents at homeoffice.
The Agent at homeoffice has a question about his support schedule. He calls his supervisor to clarify his need and the possibilites.
- The Agent can see that his supervisor is online and available.
- The Agent calls his supervisor.
- Zendesk does not create a ticket in such case.