I’m looking for advice regarding call transfers.
When logged into Converse our Supervisors usually spend most of their time on a busy code.
If an Agent requires assistance they transfer the call to the Supervisor.
As the Supervisor is on a busy code the call is transferred directly, so the Supervisor does not see the call details on screen.
The challenge we have is the Supervisor may wish to transfer the call back to the Agent but this is not possible.
We have considered;
Using the ‘Supervisor Assistance’ function, however this notifies all logged in Supervisors. We ideally would want to be able to target this notification. For example only the ‘General Enquiry Supervisor’
Having the Supervisor ‘Make Ready’, however there is a risk they are presented a new call if there is a queue.
Hi @Karl one option could be to remove the skills from the supervisors this way they will not get an interaction and when they need to take interactions then they can add the skills back in.
Alternatively if supervisors do want to take interactions if the queue is busy perhaps using the minimal skill and set the timer to a long wait such as 300 seconds (5 minutes) that way they will only be presented with an interaction if the wait time is over 5 minutes (or what ever time you set this to).
Thanks @JonathanRedsell
I think we would be able to make one of these work for us.
Are you able to set the minimal skill timer on a specific queue or is this only at group level?.
We’ve put our supervisors as agents in a specific supervisor group so they can always be logged in, ready and able take escalation calls. They also have a specific queue in case their usual supervisor isnt available. This has also helped by making sure that supervisor availability doesn’t interfere with other MI in the main customer service centre group. The only downside we have found so far is that calls made or escalated to supervisors doesn’t appear in the interaction matches in the main CSC
Could do with a ‘transferred call’ busy code that will allow calls to be transferred so that the Supervisor does not have to ready up and risk taking a waiting call, especially if all agents are on calls already.
Hi there @PTompsett, Depending on how you want this to work there are a couple of ways to have Supervisors login without receiving calls and have the ability for Agents to transfer to them.
For example, you could unskill all Supervisors so they don’t receive calls and should they need to, they can then skill themselves to receive calls. This way they can login and not worry about having calls sent to them unless they skill themselves.
Another way would be, Supervisors don’t need to login to have a call transferred to them but you would transfer them out of Contact Centre, so that would depend if that was important to you or not.
Another option is that you use the Supervisor assist option within the Agent, when a Supervisor connects to a call the Agent can then transfer direct to the Supervisor with the click of an icon.
Let us know your thoughts or what you are trying to achieve (what’s your current work flow) and we can look at the best solution.