Settings and activity
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69 votes
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Steve
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16 votes
An error occurred while saving the comment Steve
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Hello RC folks. Yes, this is extremely important for our clients. I had thought this would be remedied with the single pane of glass(SPOG). However, I find when a CX agent conducts a supervised transfer to a EX user, the EX user sees the main EX superadmin account as opposed to the specific agent doing the transfer. This is extremely important in a contact center environment which calls don't end in the CX but require assistance from non-contact center EX users. For instance, an agent may be trying to reach an EX user such as a billing or service related person outside of the contact center for assistance with a customer they have on the phone. The EX user they are attempting to reach will make it a priority answering the call if they see it is a specific agent in the contact center attempting to reach them.
Steve
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19 votesSteve
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62 votesSteve
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20 votesSteve
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This is quite important. I am dealing with this deficiency currently in a new CX install. For the RC-CX design folks, this is once again another need for EX and CX to have a more enhanced integration between platforms. Many calls to a contact center do not end with the agent. Numerous scenarios have contact center agents triage calls and then transfer them to non-contact center users residing on the EX platform. We really need all the features similar to what an EX user has when transferring to another EX user.