Does a transferred contact negatively impact service levels?
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@Awilda Knopes Can you provide a bit more detail?Thanks!
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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