Settings and activity
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37 votes
Dominic
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5 votesDominic
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57 votesDominic
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49 votesDominic
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74 votesDominic
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248 votesDominic
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87 votesDominic
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Agreed! It's interesting because when "Transfer" is being used, you have the ability to control both calls once the call to the 3rd party is initiated but it doesn't make sense you don't have the ability to do so when "Requeue" is being used. We have lines with multiple skills and there are cases where we realized we may have to transfer them to a different line while still waiting on the other, or an answer to a question is found while waiting and eliminates the need for the call to the queue.
It's a huge paint point when it comes to the customer experience. Even when you end the call, the customer stays on the line waiting in that queue.