Completing a call transfer

This demonstration shows how a CSR transfers a call to a supervisor by using a call and interaction transfer.

This video shows how a CSR can transfer a call to his supervisor when an escalation is required.

Matt is a CSR for U+ Bank. He logs in after his lunch break. Matt receives a customer call.

He answers the call and the interaction automatically starts. The customer is Sara Connor.

Sara called to file a complaint about a late payment fee. Matt starts a File a complaint case. Based on the conversation, he decides to escalate the issue to his supervisor.

When he transfers a call, he has three options: consult, conference, and transfer.

Transfer puts the customer in queue for the other agent, whereas consult lets the agent perform a debrief and handoff with the other agent before the call gets transferred.

Matt transfers the call and the interaction to his supervisor, Kacey.

Kacey receives a screen pop showing the customer's name and the reason for the transfer.

She answers the call and accepts the interaction. Kacey picks up exactly where Matt left off to complete the case for Sara.

Thanks for watching the call transfer demo.