The ability to transfer calls to other agents in a contact center is one of the basic and imperative process workflows in the day-to-day life of the agents to better handle and respond to customer queries. There can be various reasons for transferring a call to other agents such as customer preference, escalation call, agent not being skilled to handle calls of a particular product/service, calls landed at another location or desks, etc.

Business use cases

1. Handling escalated calls - Agents usually transfer calls to their manager or supervisor to handle escalated calls because of their proficiency and subject matter expertise.

2. Customer Preference - If a customer is a repetitive caller, then the customer usually wants to speak and raise their concerns to the agent who previously handled their call.

3. Agents not skilled to handle calls of a particular product/service - A customer can raise multiple queries within one call and not all the agents are fully skilled to answer all the queries. In such circumstances, the agents preferably transfer the call to the agents or to the pool of agents having the required skills.

Permissions

Sprinklr Voice > Call Controls > Transfer to Agents, Transfer to Queue

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Types of Call Transfer

There are 3 types of call transfer classified on the basis of the third party entity to which the call is to be transferred.

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1. Queue Transfer

   According to the customer’s intent and query if the primary agent is not equipped to handle the call then Queue transfer is made to the best suited pool of agents who are skilled to handle the customer query.

2. Agent Transfer

   Agent transfer is made by selecting a particular agent who is skilled to handle the customer query.

3. IVR transfer

   This is used generally as a part of the business process in between a call to carry out a certain journey as a part of the resolution process of the customer’s query or to gather feedback at the end of the call at the IVR level.

4. External

   You can transfer the call to an external user.

   While transferring, you also have the option to select a different dialer profile. Please note that this feature is supported only if the call is being made from an Ozonetel provider. Additionally, the valid Location SIP Context must be set in the corresponding voice application to make this functionality work effectively. The Location SIP Context serves as a unique identifier for the destination you intend to transfer the call to.

   Enablement note: To learn more about getting this capability enabled in your environment, please work with your Success Manager.

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There are 2 sub types of call transfer for Queue and Agent type -

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1. Warm Transfer

   It means that the primary and the secondary agent will be able to communicate after the secondary agent accepts the call while the customer is put on hold during the transfer. This is used generally for giving a brief context of the customer query to the secondary agent so that the agent can better respond to the customer’s query. Once done, the primary agent can click on the Transfer button at the bottom of the voice pop up widget. After this point, the primary agent gets dropped from the call and the secondary agent takes over completely thereby becoming the primary agent.

   
   The primary agent can also merge the call before completely transferring the call to the secondary agent. By doing this, it becomes a conference call among all the three parties. The primary agent can also remove the secondary agent after merging the call as per the need which will bring the call back to the initial state, i,e connection only between primary agent and customer.

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2. Blind Transfer

   When a blind transfer is initiated, the customer will be put on hold and the primary agent will be disconnected from the call and then the call will go to the selected secondary agent. Once the secondary agent accepts the customer will be put on unhold and they will be able to communicate.

How to do a call Transfer to

1. Agent - In the call controls bar while on a call, click on the Transfer button > On the following voice widget that pops up, click on transfer to Agent option from the dropdown and then select the Agent name from the dropdown. In the skills option, the skills can also be selected thereby instructing the system to look for agents having those selected skills. You can establish a threshold for skills, which serves as the default proficiency level when transferring calls using skills.

   Enablement note: To learn more about setting the proficiency threshhold for skills, please work with your Success Manager.

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2. Queue  - In the call controls bar while on a call, click on the Transfer button > On the following voice widget that pops up, click on transfer to Queue option from the dropdown and then select the queue name from the dropdown. In the skills option, the skills can also be selected thereby instructing the system to look for agents having those selected skills. You can establish a threshold for skills, which serves as the default proficiency level when transferring calls using skills.