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Transfer to Supervisor

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Transfer to Supervisor

 

The goal of this scenario is to have the ability to transfer a customer to a supervisor. This scenario uses the warm transfer function. Warm transfer is a way of conferencing the caller, the Agent and a third party (the supervisor, in this case). Contact Center implements warm transfer by sending a call from one Campaign (the "source" Campaign) to another Campaign (the "target" Campaign). For this scenario, the target Campaign will draw from a Pool of supervisors: these are Agents with a "supervisor" Attribute. We can use most of the same Routing components we created in Scenario 1 above for the source Campaign. We will need to create a new target Campaign to receive the transferred calls, as well as the supervisors' User Accounts, Routing Attribute and and Pool.

 

Create the Supervisor Routing Attribute

 

If you are not already signed into Contact Center , do so now. You will need to have Administrator privileges to create all of these components. For the "supervisor" Attribute, we'll use a simple logical "Yes/No" field:

 

  1. Select the Routing menu, then click Routing Attributes.
  2. Click the Add New Attribute button.
  3. Type in a name for this Attribute (e.g. "Supervisor")
  4. Set the Category to Routing. This will make this Attribute appear on the Routing tab of the edit User screen.
  5. Set the Status to Active.
  6. Set the Attribute Type to Yes/No.
  7. Set the Default Value to No.
  8. Set Available for Reporting to Yes.
  9. Click Save Changes.

 

Create the Supervisor Accounts

 

The supervisor accounts are actually no different from a standard Agent's account. They are simply Agents with the "supervisor" Attribute. As noted in Scenario 1, you can set Attributes individually by editing a single Agent, or in a group, using the Edit Users page. Assuming you already have Agents you want to denote as supervisors, use the latter method:

 

  1. Select the User Accounts menu, then click Edit Users.
  2. Use the search controls to locate the Agents you want to designate as experts.
  3. Check the checkbox next to each Agent.
  4. Click the Edit Attribute button
  5. Select the Supervisor Attribute.
  6. Set the Attribute Value to Yes.
  7. Click Apply Change.

 

Creating the Supervisor Pool

 

The Pool selects Agents with the Supervisor Attribute.

 

  1. Select the Routing menu, then click Pools.
  2. Click the Add New Pool button.
  3. Name this Pool Supervisor.
  4. Click the Add Rule link.
  5. Select Supervisor from the Routing Attribute drop down menu.
  6. Set the Logic field to is greater than.
  7. Type 1 in the Value field (for "Yes/No" fields, a value of 1 (one) means "Yes" and a value of 0 (zero) means "No.")
  8. Click Save Changes.

 

Create the Supervisor Transfer Campaign

 

Using a separate target Campaign and Agent Pool for the supervisor transfer calls has two main advantages:

 

  • Your supervisors to be online but not directly answering customer calls.
  • Calls transferred to this Campaign can also be tracked separately in the Report Tool.

 

  1. Select the Routing menu, then click Campaigns.
  2. Click the Add New Campaigns button.
  3. Name this Campaign Supervisor Transfer.
  4. Set the Program field to Program 1.
  5. Select a Queue IVR to play to your callers while they wait in the call queue.
  6. Save your changes.
  7. Click on the Pools tab.
  8. Click the Add Pools link.
  9. Select the Program 1  pool from the drop down menu.
  10. Click Save Changes.

 

Enable Warm Transfer

 

The source Campaign 1 (Campaign 1) can now be enabled to do warm transfer:

 

  1. Select the Routing menu, then click Campaigns.
  2. Locate Campaign_1 and click its Edit Campaign link.
  3. Click the IVRs tab.
  4. Set he Hold IVR field to Generic Hold IVR (or to a custom IVR you've already created).
  5. Click the Telephony tab.
  6. Set the Campaign Transfer Type to Warm Transfer.
  7. Click the Add New Warm Transfer Campaign button.
  8. Set the Transfer To field to Supervisor Transfer
  9. Type in a short Description, such as Supervisor Xfer.This will appear as one of the transfer options in the Agents' Phone Panel.
  10. Click Save Changes.

 

That's it! Now, when your Agents take calls for Campaign 1, they have the option to transfer a call to a supervisor:

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