Interactions Transfer
- XCALLY Knowledge (Unlicensed)
- Product Knowledge
Admin can set the opportunity for the agents to transfer an interaction to an other agent or to an other queue in each channel:
Transfer is possible only for open interactions and only to online agents
Voice: transfer is always active as default option for agents which can transfer open calls to other online agents or queue with attended or blind transfer
Chat → Chat Websites → Edit → Settings → Transfer
Email → Email Accounts → Edit → Advanced → Transfer
SMS/Open Channel/Fax/Whatsapp Connector → Accounts → Edit → Settings → Transfer
When the flag is switched on, you must define the timeout (the time in seconds the interaction will wait to be accepted before returning back as unread).
If at least one of this flags is enabled, the agent will see this option among those available in order to manage interactions:
Voice Transfer
For Voice Channel, transfer is a default feature for the admin and agents can activate a blind or attended transfer to an other online agent or queue.
WebRTC Agent
In Blind (Unattended) Transfer, agent in conversation can click on purple button with handset → insert agent/queue’s internal number or name in standard transfer window → click on TRANSFER (the call is placed to the destination without speaking to the person you're transferring the call to).
For blind transfers, it is possible to insert and save the relative disposition when the agent transfers the call (even if it is not finished)
In Attended transfer (Call then Transfer), if Agent1 wants to speak to Agent2 before transferring the call, Agent1 in conversation inserts agent/queue’s internal number or name in the field → he click on green handset to open a conversation channel with the Agent2 (the customer conversation is automatically put on hold → then he transfers the conversation with the customer clicking on purple handset, inserting in target the caller number (the first call is automatically hung up when transferred)
If you use voice recording, you can decide to stop it when a call is transferred: explore here documentation about it.
Outbound Transfer Reporting
Starting from version 3.42.0, the outbound transfer reporting has been added in report_call table for inbound and internal calls (with blind or attended transfer) to track both the customer's talk time with the first agent and the time between the caller and the agent to whom the call was transferred.
For attended transfers, the interval when the phone rings while waiting for the agent to answer the transfer is not considered; therefore, only the actual call time exists (duration and billableseconds have the same value in the table).
In report_call table, these fields are considered:
starttime: timestamp identifying the instant at which the call is transferredsystemanswertime: timestamp identifying the instant at which the agent to whom the call is transferred, answeredendtime: timestamp identifying the instant at which the transfer endsduration: interval (endtime - starttime) calculated in seconds (from when the transfer begins to when it ends)billableseconds: interval (endtime - systemanswertime) calculated in seconds (so from when the agent responds to when the transfer ends)
Phonebar Agent
Click on the Forward icon and then the Transfer window will appear in order to make you choose one of the available transfer methods:
Blind (Unattended) Transfer
Enter the name or number for the transfer destination and click Transfer: the call is placed to the destination in a few seconds (without speaking to the person you're transferring the call)
Attended Transfer (Call then Transfer)
If you want to speak to the agent before transferring the call you just need to call him and then to select his name and number in the Attended Transfer section and then click on Transfer.
Warm Transfer
In a warm transfer more actors are involved, like in the following example:
Agent1 answers the call and then places the Customer on hold
Agent1 calls Agent2 (Agent 1 and Agent 2 speak together)
Agent1 places the calls on Conference (Agent1, Agent2 and Customer speak together)
Agent 1 performs the Warm Transfer by clicking the transfer button (Attended Transfer) on one of the two calls, (it doesn't matter which of the two) and leaving the Conference (only Agent 2 and Customer can speak together now)
Email Transfer
When agent wants to transfer an email, if the Transfer option is set by the administrator, he can transfer open interactions only to online agents:
Open interaction → show
Select 3 dots menu → transfer:
to another queue
another agent
or another account (from version 3.32.0)
by choosing from the list among queue/agent/account available.
For more information about email account transfer, explore this documentation
Chat/SMS/Open Channel/Whatsapp Connector Transfer
When agent wants to transfer an interaction to an other agent or queue, if the Transfer option is set by the administrator, he can transfer open interactions only to online agents
Open interaction → show → 3 dots menu → transfer → choose agent or queue (depending on settings) → transfer to an available agent/queue
Example of transfer to an agent
Scenario:
Agent1 intend to transfer an open interaction (e.g. an email) to online Agent2 (admin set an agent timeout = 300).
Agent2 will receive a notification for 300 seconds to accept the interaction → until the agent accepts, the interaction remains assigned to Agent1:
if Agent2 accepts the interaction within 300 seconds, interaction owner changes to Agent2
if Agent2 doesn’t accept the interaction within 300 seconds, interaction owner remains Agent1 and email returns in Agent1’s unread list
Example of transfer to a queue
It’s possible to transfer interaction also to a queue for example to transfer it to another department. In this case notification arrives to each online agent present in that queue.
Scenario:
if one of agents in Sales Queue accepts the interaction within 300 seconds, owner’s interaction changes to AgentY
If there are no agents or none accept the interaction, email returns unread to Agent1
Stop routing method
For all textual channels, consider that to avoid routing blocks:
Transfer of a closed interaction is not possible
On Swagger, you can find documentation about
api/rpc/interactions/{id}/stop-routingA Warning message (if transfer not completed) appears, if the interaction closing occurs. This message is visible both if the agent tries to close the interaction from the table after initiating the transfer and if he tries to transfer an interaction already closed