Omnichannel Routing's Role in Zendesk Call Transfers
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 indefinitely, providing a more efficient call handling process. For more information, refer to the Zendesk article on omnichannel routing.
More related 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…
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 available…
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