Completing a call transfer

This demonstration shows how a customer service representative (CSR) transfers a call to a supervisor by using a warm transfer.

Matt is a CSR for U+ Bank. Matt logs in as CSR1 and sets his availability. He receives an incoming call from a customer, Sara Connor. Matt clicks Accept to start an interaction in Pega Customer Service.

Sara registers a complaint that her account is locked. She is very upset. As a result, Matt wants to transfer the call to his supervisor Kacey, who can unlock the account.

Matt clicks the Transfer button on the softphone to initiate the transfer of both the call audio and the interaction.

The Quick connects button displays the available queues and CSRs. If Matt intends to make a blind transfer, he can select the appropriate queue. In this example, Matt knows he needs to transfer the call to his supervisor Kacey.

Matt adds the reason for the transfer and can add any comments he wants to provide to Kacey. Matt selects Kacey, who is logged in as CSR2, from the list. Matt then clicks Transfer to start the transfer. Sara is placed on hold while the call is made to Kacey. When Kacey accepts the screen pop-up, she is connected to Matt. Kacey can review the current interaction and talk with Matt to discuss what is happening with Sara.

After Matt updates Kacey on what is happening, he completes the transfer. Kacey then accepts the call, and she resumes the interaction exactly where Matt left off in the conversation.