It would be great if there was an option to have custom statuses where agents aren’t available in the phone queue but are available for transfers from other agents or phone calls directly to their extension. Perhaps a sort of “stand by” option. This would be helpful for agents who are not taking live calls, but are available to take transferred calls.
For example, we give our agents time daily to work on email tickets and open issues. During this time, their status in the contact center is set to “open incidents.” However, if they are waiting for a call back from a customer, and that customer reaches a different agent, the first agent has to change their status to available to receive the transferred call. This is especially an issue if there are calls waiting in the phone queue because they will begin ringing to that agent.
