Zendesk Talk - Warm transfer to Agent groups

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21 Comentários

  • Comentário oficial
    Sean Chuang
    Zendesk Product Manager

    Update September 20, 2023

    Hello, as part of our effort to redesign our call console experience, one of the areas we are looking to improve is searching for contacts, including agents w/in a given group. This may be a clean way for warm transfer from one agent to another agent (w/in a selected group) that retains context. It will also keep the conversation in one ticket. 

    This work is slated to be developed in 2024. 

    Thanks,
    Sean

    ------

    Hi Everyone,

    Thank you for the feedback.

    While this functionality is a good idea, it is not on our short term roadmap. We are always evaluating our roadmap however so if things shift, we will update accordingly.

    Thanks,

    Sean

  • Bonni Poch

    We were trying to figure the same thing out this afternoon.  Without the warm transfer option for groups, we're at a disadvantage and the caller is basically put back into queue.  

    1
  • Bthomas

    We have two tiers of Support.  If tier 1 can't answer a question, ideally they'd reach out to whoever is available in tier 2.  To make a smooth transfer to the new support agent in the group, it would be ideal to have a warm transfer so the tier 1 agent can provide context to the tier 2 agent.

     

    It would also be great if the ticket automatically gets transferred to the new agent instead of creating a separate ticket for the new agent.

    1
  • Anne-Flore Caire

    Hello,

    We are also interested by a evolution to make available the functionality when transferring to a Group.

    An another way could be to display in the "Agents list", the list of the agents including in the searched group (today the system display the agents for which the name answered to the search).
    Like this, we could see the disponibility of each one and choose a available agent to do a supervised transfer with the functionality already available when it 's with just one person.

    (and when they are several diaplayed groups reponding to the search : when we'll pass over the group's name, a color'll be applied on it (like today) and could be applied over the names of the agents in the group)

    1
  • Melanie Hobman

    Hi,

    We are currently trialling Talk in very early stages, and have the same structure as Bthomas, I was thinking we could do a work around by transferring to the group via a separate Talk number rather than cold transferring to the group and manually assign the ticket across to the answering agent in the group.

    My concern with this is would we then get double billed for the call or does the charging on the inbound number stop when it's transferred to another number?  I am assuming it does since the number for all Zendesk Talk knows is external?

    Also it could get messy with duplicate tickets and merging potentially so we would have to see how that goes.

    Any advice on this would be appreciated.

    0
  • Kara Glover

    We'd also really like to be able to warm transfer where the customer is consulted too, eg. Introduce the customer to the internal/external number, then return to the customer to let them know that you're transferring them and who they'll be speaking with, then select transfer.

    0
  • Ola Timpson

    We also need to be able to warm transfer to a group. Some of our support agents have more in depth knowledge of certain products, so the call needs to go to those groups. The alternative would be to be able to see which agents are online for a certain group, so they at least know who to transfer to. It's not scalable to expect all first line agents to remember who knows which product in depth.

    1
  • Sydney Neubauer

    I believe there is a similar request https://support.zendesk.com/hc/en-us/community/posts/4409216997786 but this is more about leaving the Customer in the queue while transferring so the Agent doesn't need to remain on the call

    0
  • dschmidt

    This warm transfer functionality is highly desired by our teams too.

    0
  • Eva Fey

    +1 this feature would help us a lot in our daily work. 

    0
  • Jessica C

    +1 This is a very basic function. I am learning there are many basic functions this platform simply does not support. Very frustrating and disappointing!

    0
  • Stephen White

    Any update on this one? It seems to have plenty of support. It's standard for any call center to warm transfer calls to colleagues. 

    0
  • Andrew Pledger

    +1 for this functionality

    0
  • Melanie Hobman

    Do you have any new information regarding this matter?

    We attempted to transfer calls to our external numbers for each group, but it created tickets with our phone number in the system, which caused confusion.

    Unfortunately, we are receiving a significant number of customer complaints because we cannot perform warm transfers to groups.

    0
  • Amelia French

    +1

    0
  • Chris Burkett

    +1

    0
  • Max Vinten

    This is commonsense functionality, creating 2 tickets for the same caller and making them sit on wait while the agent goes through the IVR of another team is just bad practice.

    0
  • Amelia French

    What quarter will the work launch in, in 2024?

     

    0
  • Amanda Busby

    +1  Our agents would love to be able to put the call back in the same group they are in when all other agents are unavailable for a warm transfer.

    0
  • Megan Kalman

    We stress to agents to always warm transfer customer calls when possible to avoid the client needing to resell or explain what it is what they are calling about. The only way that a call can be warm transferred currently is directly to another agent, rather than the call being transferred to the next available/longest available agent in a queue. This causes imbalances in workload as one or two agents could potentially be getting all of the direct transfers.  

    Like others here have mentioned, the way that we have been able to work around this, which is NOT ideal, is essentially transferring the call to the department's direct outside number and going through the IVR in order to get the next available agent and complete the warm transfer call. But this creates a 2nd ticket, skewing stats and making it more difficult to track client issues.

    0
  • Shawna James
    Community Product Feedback Specialist
    Hi all, thank you for your continued to feedback on this post. I want to note that your feedback continues to be logged however the status of this feature request has not changed. Should there be any change to the roadmap for this feature functionality, we will update you all here. Thank you again!
    0

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