Transferring calls on mobile is clunky.
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Lance Gipson
When you answer a call on your mobile phone, it is a very long, clunky process to transfer a call. First you have to navigate from your phone back to the EC app, then search for who you want to transfer to, then hit the transfer button. The part that takes a long time is the getting out of the phone app and back into the EC app. It works, it just takes too long and you can't put the customer on hold while you navigate all of this.
William Fogelsanger
We also need the ability to change communication numbers when transferring tickets on mobile. When transferring a ticket from one subteam to another, we need to be able to assign the receiving subteam's communication number. Right now, the ticket stays in the original team's number. So, we have employees at one store responding to a customer using another store's number. Then, the customer will call that store and ask for the employee that works at another store. All because we couldn't change the communication number on the ticket via the mobile app. (We can do it via webpage, but salespeople are mostly using mobile app in the field, so it's an issue)
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Laura Hunter
I just had to transfer a call but apparently I was not logged into EC, I had to get in add the phone number get the code enter it then clunk into the system to transfer. It should not take 30 seconds of time to transfer a call. We sound incompetent when things like this happen. It should not be this hard to transfer a call.