Awilda Knopes avatar image
Awilda Knopes asked Awilda Knopes commented

Transferred Contacts

Does a transferred contact negatively impact service levels?

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Becky-Community_Manager avatar image Becky-Community_Manager ♦♦ commented ·

@Awilda Knopes Can you provide a bit more detail?

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Awilda Knopes avatar image Awilda Knopes Becky-Community_Manager ♦♦ commented ·

When a contact is received, the agent has 20 seconds to accept in order for that contact to be in SLA. If the customer selected the wrong menu option and the contact is sent to a person who is not familiar with the process, the agent must transfer to a different tier. Does the SLA begin again as the time it is transfer? I don't think it is but want to make sure that is the case.

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