We have enhanced the call transfer feature to provide greater flexibility. In addition to transferring calls to other agents, it is now possible to transfer calls to external numbers and different queues.

We have also improved statistics tracking. You can now monitor the number of times agents transfer calls to others, enabling more effective performance analysis.

How it works:

• While on a call, select the Transfer button.

• You will be presented with multiple transfer options:

  • Search for and transfer to another agent,

  • Transfer to an external number, or

  • Search for and transfer to a different queue.

After a transfer is completed, detailed metrics can be reviewed under Statistics → Voice → Agents, where you can view how many times calls have been transferred to other agents, queues, or external numbers.