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Completing a call transfer


This demonstration shows how a customer service representative (CSR) transfers a call to a supervisor by using a warm transfer.



Matt is a CSR for U+ Bank. He receives an incoming call from an unknown caller. Matt clicks Accept to start an interaction in Pega Customer Service.

Matt verifies Jo Anne Biggs as the caller. Jo Anne requests a copy of her existing statement. Matt informs Jo Anne that there is a fee to have a statement copy sent.

Jo Anne does not like the fee. As a result, Matt wants to transfer the call to his supervisor Kacey, who might override the fee.

To transfer both the call audio of the call and the interaction, Matt must click the Transfer button next to the interaction timer.

The Destination field allows Matt to search the phone book for someone to whom he can transfer the call. A phone book consists of agents, supervisors, or queues where agents can transfer a call. When Matt begins typing a name, the Destination field autocompletes to show agents and their availability. If Matt intends to make a blind transfer, he can select the appropriate queue. In this example, Matt knows he needs to transfer the call to his supervisor Kacey.

Matt selects Kacey from the list. Matt then adds the reason for the transfer and can add any comments he wants to provide to Kacey. Matt then clicks Initiate transfer to start the transfer. Sara is placed on hold while the call is made to Kacey. When Kacey accepts the screen pop-up, she is connected to Matt. Kacey can review the current interaction and talk with Matt to discuss what is happening with Jo Anne.

After Matt updates Kacey on what is happening, he completes the transfer. Kacey then accepts the call, and she resumes the interaction exactly where Matt left off in the conversation.

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