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Currently when a transfer is initiated, the receiving agent only gets info about the incoming consumer number and not about the agent who initiated the transfer. This means that to establish a full transfer to a new agent, it requires additional time spent communicating between the two agents either verbally or via message. This can also complicate the the agent's workflow, creating another point where human error can creep in which can cause a poorer customer experience.
The simplest fix to this is to include both the transferring agent's details and the incoming caller's number in the prompt given to the receiving agent. This way, the receiving agent can, at a glance, know who the call is being transferred from as well as who the caller is.
Hi Liam. Before I enter your idea as a Feature Requst in our system, I wanted to pass on a suggestion from a customer who had a similar ask as yours.
This can be achieved in Studio with enough patience! Once we worked it out, it's been fantastic. You can capture the original agents information and notes within an Indicate action, then use OnData to store that data as a variable.
Back on OnAnswer, you can set that if that data exists, RunApp with that information displayed nicely. We have this working on multi-leg calls.
If this looks like something you want to try, I'll hold off on the Feature Request. If not, I'll enter the request. Please let me know how you want to proceed. - Kurt