How to Resolve Indefinite Call Waits - Frequently asked questions
Frequently asked questions
Why are transferred calls left waiting indefinitely in Zendesk?
Transferred calls can be left waiting indefinitely due to specific agent statuses. When a call is transferred to a group, if any agent is set to 'Away' rather than 'Offline', the call won't be sent to voicemail unless all agents decline it. This…
How does the 'Away' status affect call transfers in Zendesk?
The 'Away' status can prevent calls from being sent to voicemail. If a call is transferred to a group and any agent is set to 'Away', the call will not go to voicemail unless all agents decline it. This can lead to customers waiting indefinitely….
What is the difference between warm and cold call transfers in Zendesk?
Warm and cold transfers differ in communication between agents. In a warm transfer, the transferring agent speaks with the receiving agent before handing off the call. In contrast, a cold transfer involves no prior communication, which can lead to…
How can omnichannel routing affect call transfers in Zendesk?
Omnichannel routing can help manage missed calls by redistributing them. If an agent misses a call, it will be served to other agents in a round-robin fashion until the maximum queue time expires. This ensures calls are not left waiting…
What should agents do if they can't perform warm transfers in Zendesk?
If warm transfers aren't feasible, agents should ensure the receiving group is ready. When transferring to a group, it's crucial that agents are not set to 'Away' to avoid indefinite waiting. Alternatively, consider direct agent-to-agent transfers…
How does the 'Transfers Only' status work in Zendesk?
The 'Transfers Only' status allows agents to receive direct transfers without handling standard incoming calls. This status is ideal for escalations or high-priority customers. Unlike the 'Away' status, 'Transfers Only' ensures agents are…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
