Follow

Transferring Engagements

1. Initiate the transfer

While in an engagement click the transfer button on the top right, next to the end call button.

transferButton_20191008.png

You have the ability to communicate with the visitor during the whole transfer process. This helps them stay engaged and not feel abandoned while waiting for someone else to assist them.

2. Choose the target for the transfer

Engagements can be transferred directly to specific operators, send to queues, or forwarded to external contacts.

a) Transferring engagement to a specific operator

All the operators applicable to receive the transfer are listed under the Operators tab.

Operators can be searched by their name, email or team they belong to. Their media availability is shown under the Availability. If your company uses multiple sites you are able to sort through them.

If you have specific operator in mind, enter a short message to give context of the transfer (see details in Add context), select the operator, and click "Send transfer to operator".

The engagement transfer has started and you may continue to Start the transfer.

Transfer_20191008.png

b) Transferring engagement to a specific queue 

All the available queues are listed under the Queues tab.

For each queue, the number of people in the queue and wait time are shown. The engagement will be transferred to the first available operator in the selected queue.

If transfer to a certain queue is suitable for you, add a short message to give context of the transfer (see details in Add context), select the proper queue, and click on "Send To Queue".

The engagement transfer has started and you may continue to Start the transfer

Screenshot_2019-08-28_at_11.31.41.png

c) Transferring phone engagements to an external contact

The phone contacts of third parties that are not using Glia are visible under the External numbers tab. If the desired contact is missing there, it is possible to add a new external number on the go at the bottom of the transfer window.

To confirm the phone engagements transfer, select the number from the list, and click "Send To External Number". 

The engagement transfer has started and you may continue to Start the transfer

Screenshot_2019-08-22_at_09.59.13.png 

3. Add context 

Once you make the decision, via which media and to whom the engagement should be transferred, it is recommended to write a short message to make the transfer smoother. The message will be seen by the operator taking over the engagement, to give her the opportunity to pick up where you left off. 

Screenshot_2019-08-28_at_13.41.42.png

4. Start the transfer

After clicking the "Start transfer to operator" (or its queue or external contact equivalent) wait for the operator to answer.

Screenshot_2019-08-28_at_13.07.26.png

The operator on the other side will receive the transfer request along with the message that you included. 

Screenshot_2019-08-28_at_13.33.50.png

5. The engagement will be transferred or declined

a) The engagement transfer is accepted

Once the operator accepts the transfer you can let the customer know that they have accepted it, say goodbye and click "Transfer Now".

ready_for_transfer.png

The visitor will be transferred to the new operator. The new operator will be able to see the visitor's previous chat history and if they look in the notes section they can see the message you sent during the transfer.

b) The engagement transfer is declined

If you transfer an engagement and the operator declines or does not accept it within 30 seconds, the transfer is stopped and the following pop-up is displayed, showing the reason why the transfer was unsuccessful.

Click “Back” and select another operator to transfer the engagement to.

When selecting another operator the context giving note you sent previously will be saved.

 

 declined.png

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments