Internal Call Transfers

Callmedia 5.0 will introduce a feature call Expert Collaboration, which will enable users to select a user or queue and transfer a call, together with full cradle-to-grave reporting of calls throughout the contact centre. If you need to see how many calls your users transferred to a queue today, there are two methods you can use measure the number of transfers:

1. Create Transfer Queues
Advantages: You can transfer calls internally to a queue specifically set up for transfers. Because there's a seperate queue for these calls, they will automatically be reported on seperately. You could even treat them differently, ie: presented at far higher priority. Transfers can target a particular agent by skill. Cold transfers can present different queuing messages so that the customer is aware they are in a priority queue. The user who answers the call will know it’s been transferred by the queue name.
Disadvantages: You may need to set up a lot of queues to make this work. Also, there are only 250 queues maximum, and some larger sites are getting close to this limit. Also, to effectively see total queue traffic, you will need to add these internal transfers on, in real time and in historical reporting.

2. Create Alpha Tags
Advantages: It’s like this is what they were designed for! Making an alpha tag with the Queue point number as the DDI and ‘Internal Transfer to Sales’ as the tag means that the agents simply transfer the call to the queue they want it to go to. It’s reportable on its own, but still appears in the total queue stats. The user will see it’s been internally transferred, too, which is nice. Finally: no new queues or trigger points.
Disadvantages: You can’t ramp up priority on internal transfers. Transfers can’t go to targeted users by skill. You can’t give cold transfers transfer-specific messages.