When an agent is working with a customer we will have them try a solution and call us back if it doesn't work. When the customer calls back, it routes to the next person in the queue. To improve the customer experience we would like the option to transfer this call back to the original agent that served the customer. This reduces inefficiency in re-explaining the issue to the customer or agent.
It would be the exact same functionality as our transfer system today, but before the call is answered by an agent. Today we have to manually decline the call and let the queue work around all agents until it gets to the person who talked to them last
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