[ACD] Configuring Agent to Agent Transfer Options

The content in this article is appropriate for: Administrators and Supervisors

Transfers allow for the agent to hand off a call to another resource, whether internal or external. This article details the steps needed to configure Campaign Transfer options.

• This is to allow the transfer from:

  • agent to agent on select programs or campaigns, as configured in the settings

An overview on Transfers, including the steps necessary to set up the WorkFlow and other details not covered in this article can be found here. This article covers:

• Configuring Agent to Agent Transfers

• Using Agent to Agent Transfers

• Excluding Agents from Transfers
  
  

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Log in to the SC ACD and navigate to the campaign that will be used.

To configure:

1. From inside the selected campaign, click the Transfers tab:

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2. In the Agent to Agent Transfer Options section, click the New Option button

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3. Type in a Label- this will be the name of your transfer

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   • This label will be displayed as button text to the Agent in their console. If you intend on creating multiple A2A options, it is recommended the name the initial button something universal like “Agent to Agent” and then a suitable labeling convention like A2A Quiet, A2A Sup, etc. can be used

4. Click the Program dropdown and select the name of the program containing the campaign you wish to transfer to.

   • defaults to the Program you are configuring from

5. Click the Campaign dropdown and select the name of the eligible campaign you wish to transfer to

   • defaults to the campaign you are configuring from
     🤔 If I keep the Program and Campaign the same here- isn’t this the same as a Campaign Transfer? While you are able to transfer agent to agent in a Campaign Transfer, there are other options available to you here that you do not have access to in a standard campaign transfer. Those will be highlighted below.

6. Click the dropdown to choose from Agent Statuses:

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   Agent Statuses are only available on Agent to Agent Transfers

   • Available: agent is available and ready to take calls

   • Logged-in: agent is logged in to the platform but may have an away status like “on break”, “restroom”, etc.
     ⚠️ It is important to note that if a call is transferred to an agent that is logged in but may not be available to take the call, the caller will be put on hold for an indeterminate amount of time until that agent becomes available. The transferring agent will see “Transferring… waiting for the agent” on the left hand side of their Agent console.

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     💡Agents will see the statuses of all logged-in agents before transferring. If a requested agent is not available to immediately take the call, it may be advisable to transfer to an agent that is available.

   • Assigned: any agent assigned to the campaign regardless of status
     💡Each agent’s current status is also shown in this dropdown (in parentheses)

7. Click the next dropdown to choose the transfer type:

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   • Normal: The first agent and caller both remain on the line and can talk while waiting for the second agent to be connected. The transferring agent can leave the call at any time after the second agent has joined.

   • Quiet: The caller will be put on hold, while the two agents connect and talk to each other. The first agent will then bring the caller back into the call and then disconnect, leaving the caller to speak with the second agent.

   • Blind: The transferring agent sends the caller over to be connected to the second agent and drops off immediately. The caller waits by themselves on hold for the call to connect to the second agent. The two agents do not speak.

8. Other Actions that can be done here:

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   • Delete the A2A transfer

   • Create additional A2A transfers by clicking New Option and repeating the above steps

To use:

When an agent is in a call that has been configured to use Agent to Agent Transfers, they will see that option as a button on the left hand side of the Agent Module.

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1. To initiate an transfer, the agent would press that button.

2. The Agent to Agent UI (modal) appears.

3. If multiple A2A transfers are configured, the agent can click on the top dropdown to see what options are available:

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4. After selecting a transfer, the agent will make a selection from the Please select an Agent dropdown

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   A Search bar is provided above the list to help find a specific Agent when a large list is presented.

5. Once the agent is selected, the transfer will begin as configured.

In the RTO (Real Time Overview):

When an Agent to Agent transfer is performed and the agent is not available, the Agent column at the RTO will display the Agent the call was assigned to in the Calls in Queue section. This call will sit in this state until the assigned Agent becomes available, the Supervisor Requeues the Call at the RTO, or the caller hangs up.

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Excluding Agents from Transfer Capabilities:

You may have agents that should never appear on the list of allocated agents to receive transfers. This can be configured in the Agent Management module:

1. On the Agent Profile/Details tab, there is now an option to Include in Agent to Agent Transfers (defaults to Yes)

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2. Set this to No to exclude the agent from being allocated as a transfer destination.

   • The agent will not show up in the dropdown for any agent-to-agent transfers.

   • Note: Agents can not transfer to themselves, they will not appear as a A2A transfer option.

   • A warning message will display Please select an Agent if an Agent tries to transfer when no transfer agent was selected.

To configure other transfer options, see:

Configuring Campaign Transfer Options

Configuring Destination Transfer Options

Configuring IVR Transfer Options