Announcing enhanced call transfer experience for native Contact Center

Announced on | Rollout starts | Rollout ends
July 29, 2026 | July 29, 2026 | July 30, 2026

We're excited to announce enhanced call transfer capabilities in the native Zendesk Contact Center. Agents can now see availability information for other agents and queues before transferring calls, helping them make informed transfer decisions that reduce failed transfers and decrease customer wait times.

These enhancements are automatically available to all Contact Center customers using the native Contact Center.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

When agents transfer an active call, they now see:

For agent transfers:

Zendesk status - Shown via avatar indicators (online, away, custom status, offline).

Amazon Connect availability - Shown next to each agent name (Available, On call, In wrap-up, Unavailable).

Call timers - Duration in <minutes>:<seconds> for agents on calls or in wrap-up (e.g., "On call 00:04").

For queue transfers:

Available agents - Count of agents ready to take calls (e.g., "3 Available").

Estimated wait time - In <minutes>:<seconds> when all agents are busy (e.g., "Est. wait 01:43").

Unavailable status - When the queue is offline or closed.

Why is Zendesk making this change?

Since launching the native Contact Center, we've been working to enhance the agent experience with capabilities that improve call handling. This update builds on that foundation by adding visibility into agent and queue status during call transfers.

With these enhancements, agents can now:

Make informed transfer decisions - See at a glance which colleagues are available to take calls or which queues have capacity.

Choose the best transfer target - Use availability data to select agents or queues that will provide the fastest customer resolution.

Set accurate expectations - Know queue wait times before transferring, helping you prepare customers for what to expect.

Transfer with confidence - Availability information and timers provide the context you need to route calls effectively on the first attempt

What do I need to do?

These enhancements are automatically enabled for all agents using the native Contact Center. No additional configuration is required, provided your instance is set up including the contact flows and quick connects. For more information, see Transferring calls.

For more information on the native experience see Announcing the native Zendesk Contact Center and About Zendesk Contact Center.

If you have feedback or questions, visit our community forum or contact Zendesk Customer Support.