Genesys Cloud CX

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  • 1.  Agent Transfer Behavior

    Posted 08-15-2022 09:31
    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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  • 2.  RE: Agent Transfer Behavior

    Posted 08-15-2022 12:29
    So far the best thing that we have found is with (annoying) renaming of queues - so we have Z_External_SupportThisThing type names so that they are at the end of the list with the Z, and the name includes external. We have some that we push to the top of the list with an A_Transfer_Place name. It's super annoying having the weird queue names for reporting, but it's done a better job than any internal wiki or agent facing materials. They'll type in 'support' on a call transfer and see one A_Transfer, a Z_External, and maybe some odd other formats that don't catch their eye.

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    Brad Murlin
    Zillow, Inc.
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  • 3.  RE: Agent Transfer Behavior

    Posted 08-16-2022 12:00
    Thanks for the insights, Brad.  We do something similar, but find that agents typing in the name of the queue will still often select the wrong one.  They do it correct the majority of the time, but the incorrect transfers do add up.

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    Matthew Rauenzahn
    Vanguard Group
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  • 4.  RE: Agent Transfer Behavior

    Posted 08-16-2022 12:42
    Edited by Jared Mendez 08-16-2022 12:42
    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
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  • 5.  RE: Agent Transfer Behavior

    Posted 08-16-2022 16:47
    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
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  • 6.  RE: Agent Transfer Behavior

    Posted 08-16-2022 19:00

    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
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  • 7.  RE: Agent Transfer Behavior

    Posted 08-16-2022 21:17
    This is really helpful - thank you!

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    Matthew Rauenzahn
    Vanguard Group
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  • 8.  RE: Agent Transfer Behavior

    Top 25 Contributor
    Posted 08-17-2022 17:17
    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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