We are trying to streamline the training process for our agents. Is there a way to make the “transferring a call” process consistent between both EX and CX systems?
Depending on how a call comes in to our company, example call comes in to the operator on EX, she transfers to the CX agent, Agent then tries (using SOFT PHONE APP) to do a warm transfer to another EX queue, but the options vary depending on how the original call came in. Sometimes it shows up as “conference,” or sometimes you get the “complete transfer” button. Again, it all depends on how the call comes in. Has anyone designed a 3rd party API or a end user friendly method of transferring a call? This should be a very basic process.