Content Comparison

...

With internal quiet call transfers, agents have the option to speak to another available agent or supervisor, then hand the call off to them. Data that had been captured by the original agent will transfer to the receiving agent for a seamless transition. CX Route also supports simple transfers back to a queue, or out to a third party.

1. Transfer Types
2. Preparing the CommFlow
3. Configuring the Campaign
4. Transferring the Call
5. Call Data
6. Viewing Call Transfer Data in CX Explore

This article refers to a commflow that is configured with a script and integrations. For more information on setup, see the article(s) titled CommFlow Basics, and/or Integrations.

...

• Agent #1 to Agent #2, both with same script, all captured data is transferred*
• Agent #1 to Agent #2, if Agent #2 is set up to use a different script, only data within /wiki/spaces/SV/pages/94929149Standard Fields will transfer to Agent #2.
  *The exception to this being the Credit/debit card field. Because of PCI Compliance rules, credit card numbers must be masked. therefore, the top line of the field will be cleared during a transfer even if the script utilizes a credit card authorization integration and the card has been deemed acceptable.

...

1. Campaign ID
2. Call ID
3. Sample script data that was collected
4. Script Response Log\ Responses, Count: sample showing 1 call leg*
    *for more info on viewing call leg data, click   here.
   • filtered by Agent Id
5. Script Response Log\ Responses: sample showing the name of the 1 agent that handled the call
   • filtered by Agent Name
6. Script Response Log\ Responses, Count: sample showing 2 call legs
   • filtered by Agent Id
7. Script Response Log\ Responses: sample showing the names of the 2 agents that handled the call
   • filtered by Agent Name

...