In our customer service center we have team leads that handle escalated calls as well as regular calls through the queue. It would be extremely useful to have the ability to transfer to offline agents. For instance, if a team lead was notified by an agent that they had an escalated call, then the team lead could go offline and accept the transfer. Alternatively, a visual call queue would be helpful so the team lead or a supervisor could see the transfer in a queue and mark the escalated call with a higher priority. This way it would be the next call offered to the team lead, or they could have the ability to pull that call from the queue instead of another call ringing into them. In all other contact center software I have used, this was a possibility and it comes in handy on a daily basis. Hopefully this gets many upvotes and makes it on ZenDesks roadmap. =)
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