Warm Transferring From One Queue to Another
- Adam Settle
Analytics
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.
This transfer type is helpful if you’re on an interaction that is better handled in another queue, but aren’t sure of a specific person to transfer to.
When this situation arises, you have two options for transferring the caller into the new queue:
1. Consult Transferring
“Consult” transferring will perform a queue transfer and allow you to speak to the receiving agent before connecting the customer. (Think of this like a warm transfer from one agent to the next).
Note: You will stay on the interaction while waiting for an agent in the new queue. You’ll be unavailable to take new interactions during this time. For this reason, we recommend consulting with your admin before using this feature.
Once an agent is assigned in the new queue, you’ll be automatically connected to the agent in a “consult” mode. This allows you and the other agent to briefly discuss the situation before you conference the customer in (all three of you will be connected) or you complete the transfer (which will hand off the caller to the new agent and drop you from the call).
So, what does this look like to receive a consult queue transfer?
When an incoming consult transfer is assigned to you, you’ll see a new interaction type pop up in the queue sidebar labeled with the originating queue (in this case, a transfer from Support Level 2).
When you accept this new interaction, you’ll see information about the Q itself (in the example below case, Support Level 2). Click the green “Consult Agent” to be connected to the transferring agent.
This will return you to the queue dashboard where you’ll see that you’re currently consulting with the initiating agent.
Once the initiating agent completes the transfer, the interaction window will load with the customer information.
2. Blind Transferring
“Blind” transferring will transfer the customer to the new queue without allowing you to speak to the receiving agent.
Upon transferring, you’ll immediately be placed back into an available status so that you can handle the next interaction.