Just wanted to add, if you go down the button in agent script route a few things to be aware of.
If you have a lot of agent scripts, it will mean when making a change like adding a queue, that you would have to add that button to all the relevant scripts. So I highly recommend if you haven't already done so, to combine scripts, use script component visibility settings to show/hide components based on Queue or other variables, reducing the need for multiple different agent scripts. This then also leads in to the Transfer Buttons, you will want to display what is relevant for that queue or team by default (set defaults when the page load based on Queue or other input variables) but have checkboxes to allow the agent show/hide phone numbers by departments/function, that way they aren't scrolling endlessly to get to that 2nd to last button.
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Anton Vroon
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Original Message:
Sent: 08-16-2022 21:16
From: Matthew Rauenzahn
Subject: Agent Transfer Behavior
This is really helpful - thank you!
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Matthew Rauenzahn
Vanguard Group
Original Message:
Sent: 08-16-2022 19:00
From: Jared Mendez
Subject: Agent Transfer Behavior
We did this by using buttons to trigger actions on the scripting pages. you can use formulas for variably setting the transfer target based on drop down selections or previous selections from a different attribute (script variable). Here's some of the documentation that helped us quite a bit to control agent call handling via scripting instead of having them pick the right things in built in call controls...we all know how well that goes at scale in the wild lol...
https://help.mypurecloud.com/articles/available-script-actions/
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Jared Mendez
Ansafone Contact Centers
Original Message:
Sent: 08-16-2022 16:46
From: Matthew Rauenzahn
Subject: Agent Transfer Behavior
Thanks, Jared! Could you please share a little bit more about that experience?
On the script page, are agents selecting from a drop down? Also, does any level of detail present itself about the queues once the target is identified?
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Matthew Rauenzahn
Vanguard Group
Original Message:
Sent: 08-16-2022 12:41
From: Jared Mendez
Subject: Agent Transfer Behavior
We're dealing with this challenge for internal and external transferring by using selections and buttons in the Genesys cloud script to do the consult and blind transfers rather than the built in call control button and queue or external contact lookup. The lookup lends itself to incorrect selections by the agents especially just picking the first one in a multiple matches situation.
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Jared Mendez
Ansafone Contact Centers
Original Message:
Sent: 08-15-2022 09:30
From: Matthew Rauenzahn
Subject: Agent Transfer Behavior
Hi Everyone - I'm hoping you can share some guidance and best practices for how others have solved the problem of improper transfers by agents.
We have a fairly large, complex contact center with a great deal of queues. This is because of heavy specialization among our agents, and the fact that we have internal and external queues for prioritization/reporting purposes. As a result, we have a great opportunity to improve transfer rates - especially in scenarios where agents are transferring to queues that they shouldn't be transferring to.
The main factors leading to our challenge:
- The inability to hide queues in the Genesys UI creates problems. Agents often transfer calls to queues that should only be receiving external calls.
- Agent behavior by transferring a call to the wrong spot. We have easily accessible resources that explain where calls should be transferred, but agents grow comfortable and stop using them. It would be ideal that there would be customization within the UI to provide queue descriptions in the transfer flow.
Have any other companies been able to address similar challenges? What Genesys tools were you able to leverage to improve transfer behavior?
Thank you!
#transfers #screenpop #Scripter #queue
#Routing(ACD/IVR)
#Unsure/Other
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Matt
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