How can users escalate a call in 3CX?

Users can escalate a call in 3CX effectively by utilizing the call conference feature or transferring to a supervisor. This method is particularly valuable in scenarios where the initial agent is unable to solve the caller's inquiry or needs additional support to address the customer's concerns.

The call conference feature allows multiple participants to join the call, which can be useful when the agent needs to include a specialist or another team member to assist in resolving a complex issue. Additionally, transferring to a supervisor ensures that the caller speaks with someone who has the authority or knowledge to handle higher-level concerns. This approach not only maintains the flow of communication without interruption but also enhances customer satisfaction by providing them with the necessary assistance seamlessly.

Other options, such as ending the call and calling again or placing the call on hold, do not facilitate immediate escalation and could lead to customer frustration, as they would experience delays in addressing their concerns. Transferring to another agent might redirect the issue but may not effectively escalate it if that agent does not carry the necessary authority or expertise to resolve the matter at hand.