Plans to be able to transfer to an agent that is already on a call? | The place for Zendesk users to come together and share
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Zach16
Zach16
Newcomer
February 26, 2024
Feedback submitted

Plans to be able to transfer to an agent that is already on a call?

Related products:Voice
  • February 26, 2024
  • 4 replies
  • 16 views

I have agents that handle all calls, tickets, and messages. It would be nice if an agent has the ability to transfer a call to a specific agent and have that call sit in that agent's queue. Once the agent is off the call and back to ready, they get that call next. This would be helpful when the agents are part of the same group.

    4 replies

    Shawna James
    Shawna JamesCommunity Manager
    Community Manager
    February 27, 2024
    Hello Zach, 
     
    Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review, and for future reference, here’s our product feedback template. This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. You do not need to update your post now but we would appreciate it in the future if you could utilize the template.
     
    For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
      Sean41Employee
      Employee
      February 28, 2024

      Hello,

      Within Talk, if you transfer to a specific agent, you have to wait until the transferee is connected before the transferor can sign off. If you transfer to a group, the transferor can immediate end the call without waiting on the call - when the call is routed to an available agent w/in the group, the call will be connected. 

      In your case, if you set up a group with one agent, you should be able to achieve the desired outcome. 

      Thanks,

      Sean

      Zach16
      Zach16Author
      Newcomer
      February 28, 2024

      @sean41 thank you for the tip. While this will work with low agent numbers, this could get messy. But for us, it may work.

       

      I did get it set up, but one issue I'm seeing is if the caller presses 1 to leave a VM, the VM is not attached to the ticket while they are in cue for that agent. But this should work for us.

      Widson Reis
      Widson ReisProduct Manager
      Product Manager
      June 26, 2024

      Hi @zach16 

      You are right, this workaround may not be scalable for big contact centres with hundreds of agents. On the voicemail point, next year we plan to introduce routing for voicemails and expired callbacks, so this problem should be solved.   

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