Overview
An agent using the Agent Desktop can transfer a customer call between the Sales Team (Customer Hub in this example) and the Selling Team (Customer Hub Sales in this example).
There are two modes of operation when transferring a customer call:
- Transfer to the Queue for later processing.
- Transfer directly to an Agent for immediate processing.
Call Outcome
On the Agent Desktop, the Call Outcome should be set to one of the standard values such as Spoke to Customer such that the Outcomes are displayed for a Sales / Selling item.
Outcomes
The transfer process is managed by a special outcome which is named to be the 'other team' you want to transfer to:
- If an agent is in the Sales (Customer Hub) Team then the Outcome is called 'Transfer to Selling' or in this example 'Customer Hub Sales'.
- If an agent is in the Selling (Customer Hub Sales) Team then the Outcome is called 'Transfer to Sales' or in this example 'Customer Hub'.
Complete Call (Summary Section)
This is where the agent transferring the call decides whether to send it to the queue or directly to another agent. The dropdown list always shows the 'Add to Queue' option and additionally shows agents from the 'other team' who are logged on to Konnect CJM.
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