Wrap up at the end of every call transfer
Hello,
Right now if agent A answers a call and transfers it to agent B that then transfers it to supervisor C who finally solves the customer issue, there's only one wrap-up made by supervisor C, being A and B unable to key-in their notes or seeing their actual call time logged.
I'd like to know if there's a way to have a wrap-up every time a call is transferred, even if that doesn't correspond to the end of the customer interaction nor to the current case resolution.
Regards,
Duarte
Pegasystems Inc.
GB
Hi Duarte,
After transferring from agent A to agent B, the Interaction has been passed to agent B and the assignment lock is held by agent B. As such agent A will no longer be able to edit the Interaction.
This is expected behaviour.
Regards
Simon
Knowledge Expert
FR
Thank you Simon,
Would it be visible somewhere that Agent A did work on that interaction and for how long or will in the end only Agent B be associated to it?
Also, would it be possible to have the "current agent wrap-up" immediately before the call transfer?
Regards,
Duarte
Knowledge Expert
FR
Hello,
I still have the above questions unanswered so I'm relaunching them:
- Would it be visible somewhere that Agent A did work on that interaction and for how long or will in the end only Agent B be associated to it?
- Also, would it be possible to have the "current agent wrap-up" immediately before the call transfer?
Regards,
Duarte
Pegasystems Inc.
US
Hi Duarte, the functionality you're looking for does not exist OOTB. It could be possible to add the note into the Interaction log or into the history. But, it's not something that's in the current product.
Knowledge Expert
FR
Hello Amit,
We are considering answering this requirement by creating an Interaction for each "leg" of the call. In this manner the first interaction will be created once the communication between the customer and the first agent (Agent 1) starts. When the call is transferred and the conversation proceeds, now between Agent 2 and the customer, a second interaction is created. At the end there will be as many interactions (and wrap-ups) as agents involved.
What do you think of this approach?
Regards,
Duarte
Pegasystems Inc.
GB
Hi Duarte,
That is how I would look to fulfill the requirement. Every implementation of Customer Service I've been involved in we've kept both interactions so the OOTB transfer isn't really used. It's really a phone call from one CSR to another and that CSR pulls up the client details and continue the interaction. There's pro's and con's to both approaches - it depends which business need is greater.
Don't forget that cases created by CSR 1 will be visible and reportable. So if the business need is about activity on an interaction, that could be used too?
Marc