Managing calls in Contact Center

<body>
<p id="docs-hc-snippet" style="display: none;">Agents can manage calls from the call console or the call controls in the ticket. The call console is particularly useful when you navigate away from your ticket in the Agent Workspace as it has a link to the ticket as well as the call controls. You can place the call on hold, mute your microphone, access the live call transcript, transfer the call, make a conference call, and end the call.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">You can manage live calls from the call console or ticket controls by holding or muting, viewing live transcripts, transferring to the right agent or queue, adding participants for a conference call, and ending the call with wrap-up. These tools help you handle call routing, check details during the conversation, and update the ticket before you finish.</p>
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<div class="body">

<p class="p">Agents can manage calls from the call console or the call controls in the ticket. The
call console is particularly useful when you navigate away from your ticket in the Agent
Workspace as it has a link to the ticket as well as the call controls. You can place the
call on hold, mute your microphone, access the live call transcript, transfer the call,
make a conference call, and end the call.</p>
<p class="p">This article contains the following topics:</p>
<ul class="ul" id="managing_calls_in_contact_center__ul_xv2_51t_rjc">
<li class="li"><a class="xref" href="#hold-mute">Putting calls on hold or muting yourself</a></li>
<li class="li"><a class="xref" href="#transcript-live">Using live transcripts</a></li>
<li class="li"><a class="xref" href="#transfer">Transferring calls</a></li>
<li class="li"><a class="xref" href="#conference">Making a conference call</a></li>
<li class="li"><a class="xref" href="#end">Ending a call</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="managing_calls_in_contact_center__ul_yv2_51t_rjc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10937641189786" target="_blank">Accepting and declining calls</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10904751873690" target="_blank">Making outbound calls</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9790996719770" target="_blank">Monitoring and joining calls</a></li>
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10143999626394" target="_blank">Using real-time AI suggestions in Contact
Center</a>.</li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="hold-mute">
<h2 class="title topictitle2" id="ariaid-title2">Putting calls on hold or muting yourself</h2>
<div class="body">
<p class="p">During a call, you might want to put the customer on hold or mute your microphone so
you can consult with colleagues or search for information.</p>
<p class="p"><strong class="ph b">To put a call on hold</strong></p>
<ul class="ul" id="hold-mute__ul_aw2_51t_rjc">
<li class="li">
<p class="p">In the call console, click the <strong class="ph b">Hold</strong> icon (<img class="image" id="hold-mute__image_cyq_kht_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_hold_icon.png" width="16">);</p>
<p class="p"><img class="image img-screenshot" id="hold-mute__image_ths_hht_rjc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/cc_zug_callconsole_controls.png" width="350"></p>
</li>
<li class="li">Or, in the ticket call controls, click the place on hold icon (<img class="image" id="hold-mute__image_mtg_dct_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_hold_icon.png" width="16">). <p class="p"><img class="image img-screenshot" id="hold-mute__image_prz_hgt_rjc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/cc_zug_callconsole_controls_hold.png" width="550">
</p>
When you put a customer on hold, they are moved into a system-controlled
flow where they cannot hear you and you cannot hear the customer. Depending on
your configuration, the customer will hear: <ul class="ul" id="hold-mute__ul_cw2_51t_rjc">
<li class="li">
<p class="p">Custom Audio: Music or helpful tips relevant to their specific
issue.</p>
</li>
<li class="li">
<p class="p">Information Loops: Periodic updates or reminders about required
documents while they wait.</p>
</li>
</ul>
</li>
</ul>
<p class="p"><strong class="ph b">To mute yourself</strong></p>
<ul class="ul" id="hold-mute__ul_dw2_51t_rjc">
<li class="li">
<p class="p">In the call console, click the <strong class="ph b">Mute</strong> icon (<img class="image" id="hold-mute__image_qjw_hkt_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_mute_icon.png" width="16">);</p>
</li>
<li class="li">
<p class="p">Or, in the ticket call controls click the mute microphone icon (<img class="image" id="hold-mute__image_h2w_hct_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_mute_icon.png" width="16">).</p>
<p class="p"><img class="image img-screenshot" id="hold-mute__image_ach_zkt_rjc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/cc_zug_callconsole_controls_mute.png" width="550"></p>
<p class="p">The customer hears nothing from your end, but you can still hear them.</p>
<p class="p">Use this for short pauses where you need to listen for the customer to finish
a task or to prevent them from hearing background noise while you look up
info.</p>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="transcript-live">
<h2 class="title topictitle2" id="ariaid-title3">Using live transcripts</h2>
<div class="body">
<p class="p">If your admin has turned on live call transcription, you have access to a real-time
text version of a voice call while the conversation is in progress. The transcript
shows speaker labels (Agent or Customer), timestamps from the start of the call, and
automatically scrolls to show the most recent conversation.</p>
<p class="p">You can use the transcript to review what has been said and search for details to
check information during the call without interrupting the conversation.</p>
<p class="p"><strong class="ph b">To use live transcripts during an ongoing call</strong></p>
<div class="p">
<ol class="ol" id="transcript-live__ol_dzk_x15_ckc">
<li class="li">
<p class="p">In the ticket call controls, click <strong class="ph b">Show transcript</strong> (<img class="image" id="transcript-live__image_xhh_h45_ckc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_transcript_icon.png" width="16">).</p>
<div class="p">The transcript panel opens in the ticket, below the controls, showing the
most recent part of the conversation and updates automatically as the
conversation continues.<div class="note note">
<span class="notetitle">Note:</span> <strong class="ph b">Show transcript</strong> is only available
after someone speaks the first sentence.</div>
</div>
<p class="p"><img class="image img-screenshot" id="transcript-live__image_hp4_235_ckc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_call_transcriptlive_show.png" width="550"></p>
</li>
<li class="li">
<p class="p">Click the expand icon (v) in the upper-right corner of the transcript
panel to access the whole conversation.</p>
The transcript auto-scrolls
to show the latest conversation.</li>
<li class="li">(Optional) Scroll up and down to review the whole conversation.</li>
<li class="li">(Optional) Click <strong class="ph b">Scroll to latest</strong> at the bottom of the panel to
access the current conversation.</li>
<li class="li">
<p class="p">To find a specific topic, search in the upper-right corner of the
transcript panel and enter a keyword or phrase.</p>
<p class="p">It's a case-insensitive search that supports partial matches. This allows
you to jump to relevant parts of the conversation and check specific
details. For example, information about an "account", "order" or "error
message".</p>
<p class="p">The transcript highlights all instances of the search term. If there are
multiple matches, use the arrows to move between matches.</p>
<p class="p"><img class="image img-screenshot" id="transcript-live__image_zvs_rh5_ckc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_call_transcriptlive_search_order.png" width="600"></p>
</li>
<li class="li">Click <strong class="ph b">Hide transcript</strong> (<img class="image" id="transcript-live__image_f2r_np5_ckc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_transcript_icon.png" width="16">) to close the
transcript panel.<p class="p">Ending the call also closes the transcript
panel.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="transfer">
<h2 class="title topictitle2" id="ariaid-title4">Transferring calls</h2>
<div class="body">
<p class="p">When you need to transfer a call, this will place the call on hold while the transfer
occurs. Zendesk provides agent and queue availability to help you route calls
efficiently and set accurate customer expectations.</p>
<p class="p"><strong class="ph b">To transfer a call</strong></p>
<ol class="ol" id="transfer__ol_gw2_51t_rjc">
<li class="li">
<p class="p">In the call console, click the <strong class="ph b">Transfer</strong> icon (<img class="image" id="transfer__image_bxd_cl3_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_transfer_icon.png" width="16">) or, in the ticket
call controls, click the transfer call icon (<img class="image" id="transfer__image_ec4_jlt_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_transfer_icon.png" width="16">).</p>
<p class="p"><img class="image img-screenshot" id="transfer__image_rhx_vlt_rjc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/cc_zug_callconsole_controls_transfer.png" width="550"></p>
<p class="p">The customer can still hear you.</p>
</li>
<li class="li">
<p class="p">(Optional) Use the search box to find a specific agent, queue, or external
number by name.</p>
</li>
<li class="li">
<p class="p">Review the status and availability information of queues and agents.</p>
<div class="p">Use this information to set customer expectations about wait times.<div class="note tip">
<span class="tiptitle">Tip:</span> To refresh the status and availability information, start
over the transfer.</div>
</div>
<p class="p">For queues, check the availability status and wait time:</p>
<ul class="ul" id="transfer__ul_ydj_fmn_bkc">
<li class="li">
<p class="p"><strong class="ph b">Available</strong> (green): Shows the number of agents ready
to take calls in this queue.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Est. wait &lt;minutes&gt;:&lt;seconds&gt;</strong> (orange): All
agents are busy. Shows estimated wait time for the customer. For
example, "Est. wait 01:43" means the customer would wait
approximately 1 minute and 43 seconds before being transferred to an
agent of that queue.</p>
<p class="p">The <a class="xref" href="https://docs.aws.amazon.com/connect/latest/adminguide/metrics-definitions.html#estimated-wait-time" target="_blank">estimated wait time</a> is
calculated based on the contact's position in queue, the rate at
which contacts are being connected to agents or disconnecting, and a
correction factor that improves accuracy over time.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Unavailable</strong> (grey): No agents are available in the
queue.</p>
<p class="p"><img class="image img-screenshot" id="transfer__image_dfw_ynn_bkc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/cc_zug_callconsole_transfer_queues.png" width="350"></p>
</li>
</ul>
<p class="p">For agents, hover over each avatar to review their <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4410545721114-Setting-your-agent-status" target="_blank">agent status</a>, the standard
statuses being: Online (green), Away (orange), Transfers only (blue), and
Offline (grey).</p>
<p class="p">The information next to each agent’s name is their Amazon Connect
availability, to receive calls:</p>
<ul class="ul" id="transfer__ul_yr2_skn_bkc">
<li class="li">
<p class="p"><strong class="ph b">Available</strong> (green): Agent is online and can receive
calls</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">On call &lt;minutes&gt;:&lt;seconds&gt;</strong> (orange): Agent is
on a call. The timer shows call duration (for example, "On call
00:04" means 4 seconds into the call)</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">In wrap-up &lt;minutes&gt;:&lt;seconds&gt;</strong> (orange): Agent is in
after-call work. The timer shows the remaining wrap-up time.</p>
</li>
<li class="li">
<p class="p"><strong class="ph b">Unavailable</strong> (grey): Agent cannot take calls.</p>
<p class="p"><img class="image img-screenshot" id="transfer__image_fxj_c4n_bkc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/cc_zug_callconsole_transfer_agents.png" width="350"></p>
</li>
</ul>
<div class="note note">
<span class="notetitle">Note:</span> If an agent is on a call, their status might be online because when an
agent takes a call the system doesn’t change their status.</div>
<p class="p">For external numbers, no status
information is displayed</p>
</li>
<li class="li">
<p class="p">Select the agent, queue, external contact or dial the contact using the
number pad.</p>
<p class="p">The options for transferring your call are as follows:</p>
<div class="p">
<ul class="ul" id="transfer__ul_pyr_hkn_bkc">
<li class="li">
<strong class="ph b">Queues</strong>: A list of the call queues with available agent count,
estimated wait time, or unavailable status.</li>
<li class="li">
<strong class="ph b">Agents</strong>: A list of agents with Zendesk status and Amazon
Connect availability.</li>
<li class="li">
<strong class="ph b">External</strong>: A list of external telephone numbers configured as
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9790964307098" target="_blank">quick connects</a> (without
status information).</li>
</ul>
</div>
<p class="p">For <strong class="ph b">Queues</strong> and <strong class="ph b">Agents</strong>, results are automatically ordered by
availability (from most to least available)</p>
</li>
<li class="li">
<p class="p">(Optional) If you decide not to proceed with the transfer or want to start
over the transfer, click the close icon (X).</p>
<p class="p">Alternatively, click outside the transfer window.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Transfer</strong>.</p>
<p class="p">This will automatically put the customer on hold. For more information, see
<a class="xref" href="#hold-mute">Putting calls on hold or muting yourself</a>.</p>
</li>
<li class="li">(Optional) Do a warm transfer.<p class="p">While the customer is on hold, you can speak
with the new participant. If needed, you can also add other participants
before you leave the call, see <a class="xref" href="#conference">Making a conference call</a>.</p>
</li>
<li class="li">(Optional) Click the hold icon (<img class="image" id="transfer__image_gzv_4q3_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_hold_icon.png" width="16">) next to the customer
participant.<p class="p">Before you leave the call you can also speak with the
customer.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Leave</strong> or the leave icon (<img class="image" id="transfer__image_jrw_xp3_sjc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/voice_callconsole_leave_icon.png" width="16">) next to your name
to leave the call.</p>
<p class="p">This will automatically put you in wrap-up mode and the customer will remain
on the call with the other participants.</p>
<p class="p"><img class="image img-screenshot" id="transfer__image_snh_34t_rjc" src="https://zen-marketing-documentation.s3.us-west-1.amazonaws.com/docs/en/cc_zug_callconsole_transfer_participants.png" width="350"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="conference">
<h2 class="title topictitle2" id="ariaid-title5">Making a conference call</h2>
<div class="body">
<p class="p">You can add participants to an ongoing call.</p>
<p class="p"><strong class="ph b">To add participants to a call</strong></p>
<ol class="ol" id="conference__ol_iw2_51t_rjc">
<li class="li">
<p class="p">In the call console, click <strong class="ph b">Add</strong> or in the ticket controls click the add
icon (<img class="image" id="conference__image_vs5_dg3_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_participant_add_icon.png" width="16">).</p>
</li>
<li class="li">
<p class="p">Select the participant you want to add to the call or enter their number
using the dial pad.</p>
</li>
<li class="li">Click <strong class="ph b">Add participant</strong>.<p class="p">After you add the first participant, the
customer is automatically placed on hold.</p>
</li>
<li class="li">(Optional) Repeat steps 2 and 3, as necessary.</li>
<li class="li">
<p class="p">(Optional) Speak with the new participants before resuming the call with the
customer.</p>
</li>
<li class="li">
<p class="p">Click the hold icon (<img class="image" id="conference__image_mg5_jct_rjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_hold_icon.png" width="16">) to take the
customer off hold and resume the call.</p>
<p class="p"><img class="image img-screenshot" id="conference__image_ayj_rh3_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/cc_zug_callconsole_participant_hold_off.png" width="350"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="end">
<h2 class="title topictitle2" id="ariaid-title6">Ending a call</h2>
<div class="body">
<p class="p">You can end a call manually by hanging up. If the customer you're talking to hangs up
first, the call ends automatically.</p>
<p class="p"><strong class="ph b">To end a call</strong></p>
<ol class="ol" id="end__ol_kw2_51t_rjc">
<li class="li">
<p class="p">In the call console, click <strong class="ph b">End</strong> or, in the ticket call controls, click
the end icon (<img class="image" id="end__image_tjj_k13_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/voice_callconsole_end_icon.png" width="16">)<strong class="ph b">.</strong></p>
</li>
</ol>
<ol class="ol" id="end__ol_mw2_51t_rjc">
<li class="li">
<p class="p">Enter data on all required ticket fields and add notes to the
ticket associated with the call.</p>
</li>
<li class="li">
<p class="p">Click <strong class="ph b">Finish wrap-up</strong> to conclude the work.</p>
<p class="p">If your agent settings have an after call work timeout, you can let that time
run out to conclude the work.</p>
<p class="p">If configured, copilot will run and add data such as AI summarization, intent
and sentiment to the ticket.</p>
</li>
</ol>
<div class="note note">
<span class="notetitle">Note:</span> Your status doesn’t change during the call but Zendesk will only offer you calls
again after wrap-up. Depending on your focus mode setting, you might receive other
non-call contacts. For more information, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10880753611674#understand" target="_blank">Understanding focus mode</a>.</div>
</div>
</div>
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