Sometimes, your agents may have to put someone else on the call who has the technical expertise to handle a complex query that the customer may have raised. Transferring the call lets agents transfer live calls to another agent who has the experience to solve the customer’s question. This helps deliver faster resolutions to the customer.
Feature name: Call transfer
How to use: During an ongoing call, click on the Call forwarding icon and click on ‘>>’ icon next to the relevant agent’s name to transfer the call.
Solves for: Faster resolutions, Better customer experience