Hi,
When an agent transfers a call to another queue, they have no visibility into the current state of that queue — how many callers are waiting, how many agents are available, average wait time, etc.
The agent is essentially transferring a caller blindly, with no way to know if they are sending them into a queue with 10 people waiting and no available agents.
This is bad customer service. An agent who can see that a queue is overwhelmed can make a better decision — warn the caller, offer a callback, or find an alternative — rather than silently transferring them into a poor experience.
Feature request:
Please provide agents with a basic queue status view at the point of transfer, showing at minimum:
- Number of callers currently waiting
- Number of agents currently available
- Average wait time
This should be available to agents using both the PhoneBridge built-in dialer and ZDialer — including agents who do not have a Zoho Voice license.
Regards,
Ram