‎Transfer Call | Sprinklr Help Center

Transfer Call

Updated

2 months ago

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.

Different Scenarios Where Calls are Transferred

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

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.

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.
Agent Transfer
Agent transfer is made by selecting a particular agent who is skilled to handle the customer query.
IVR Transfer
This is typically used as a part of the business process during a call to facilitate specific steps in resolving a customer’s query or to collect feedback at the end of the call via the IVR system. The agents can also add a note, allowing the next agent to get a quick glimpse of the customer's last interaction.
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.

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

Warm Transfer
This means that the primary and the secondary agent will be able to communicate once the secondary agent accepts the call, while the customer is placed on hold during the transfer process. This is generally used 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 if necessary, returning the call to its original state, that is, with only the primary agent and the customer connected.

Restrictions on declining calls during transfer for primary and secondary agents
When a primary agent initiates a warm transfer or an external transfer, they will not have the option to end the call until the transfer is fully completed to the secondary agent.
Enablement note:
To learn more about getting this capability enabled for the primary agents in your environment, please work with your Success Manager.
Additionally, when a secondary agent receives a call popup from a transferred call, the decline option will be disabled if they do not have the Reject Call for Secondary Agent permission under Call Controls. This ensures a smoother transition and minimizes disruptions during the call transfer process.
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 that goes to the selected secondary agent. Once the secondary agent accepts, the customer will be taken off hold, allowing them to communicate.

Set (Increase/decrease) Priority While Transferring Calls

When a call is transferred to an agent or queue, the default priority of those calls is set to 0. However, you can control whether transferred calls are given higher or lower priority compared to the original calls, while also managing the range by which the priority can be increased or decreased.

Enablement note:

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

Steps to do Call Transfer

Agent - In the call controls bar while on a call, click on Transfer > 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.

When an agent transfers a call to a Microsoft Teams user, they will be able to see the MS Teams status of the user. Additionally, agents can filter users based on location, including city, country, and state, making it easier to find the right contact.
Queue - In the call controls bar while on a call, click on Transfer > 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.

Disable on-call Agents

Using Disable on-call Agents, you can disable the on-call agents from appearing in agent-to-agent transfer list, and the conference list. This happens in cases where the call volume is high, and there is no agent available. Disabling the transfer avoids any unnecessary hassle to the customer as well as the Agent.

Enablement Steps

1. While on the Sprinklr landing page, search “All Settings”.

2. On the left side of screen, select “Manage Customer”, and then select the “Persona App Manager”.

3. Here you will see all the personas that are available/created for the client.

4. Select the persona for the agent and select the Settings icon on top.

5. Here you see “Voice Call”. Click on Voice Call.

6. Here click on “Disable on call agent selection in Transfer / Conference".

Advantages of using this feature 

This feature has few advantages:

Prevents escalations

Proper allocation of resources

Good time management

Good customer experience

Improves your company’s brand value.

Disable Queues

This is an enhancement to previous features in which you can disable queues from the transfer, and the conference list. This is done in cases where there are no agents present in the queue to take the call.

Queue Disabled