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.
Do you have any suggestions?