The Basics
For interactions like calls and chats, Sharpen accommodates a few different transfer types. Depending on the interaction type, you can transfer an interaction...
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After clicking the Transfer button, a pop-out window appears. It contains three tabs—Agents, Queues, and Contacts.
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Transfer Types, Options
To identify the right transfer type and method, there are a few things to consider—
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(3) Finally, do you want the opportunity to Conference with the receiving agent and customer, or just Complete a simple transfer?
Agent Transfer
First, you can find the agent you’re looking for by scrolling through the names, or by typing the agent’s name (or extension) into the “Search agents by name / extension” field. You can simply begin typing the name, too, and the list of agents will filter in real-time.
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Once you have located the right agent to receive the transfer, select either a Call or Chat transfer. To complete the transfer, then, click either the Complete or Conference button.
Conferencing (Optional)
Using the Conference button provides the opportunity for a “warm handoff,” where the agent transferring the action, the customer being transferred, and the agent receiving the transfer all have a chance to speak to each other before the agent transferring the interaction gets off the line.
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Here’s what it looks like to do a chat transfer:
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Queue Transfer
Similar to Agent transfers, you can navigate to the Queues tab of the Transfer window, and search for a specific queue either by scrolling through the listed results, or by typing a specific queue name in the Search field.
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Once you click the Queue Transfer button, the transfer window simply closes and the interaction heads to the selected queue.
Contact Transfer
When you initiate a transfer of a phone call, the transfer window contains a Contacts tab--showing direct extensions for all Sharpen users (not just agents) and external contacts added by your Admin. Just like the other transfer types, you can quick filter contacts by Name.
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