Transfer Calls to Away agent
Hi
The new status of Away is a great addition to Zendeks Talk - I was hoping for some added functionality though.
It would be great to be able to transfer calls to agents marked as away - That way experts can be available for conferencing on tickets but not participate in answering "normal" calls.
As it is now the only way to be able to transfer a call is to have that agent be online, making it difficult to be an effective team.
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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.
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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.
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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.
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Ηello
Any updates here?
Ty -
Agreed on this, it should be up to the away agent if they can take transferred calls or not.
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Hi all,
+1 for this request. We need the option to transfer but not receive normal calls for our agents.
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