Transferring Interactions in Skylight Desktop

After you accept an interaction, if needed, you can transfer the interaction to be handled by another agent.

Transferring a Call

When you transfer a call, you send the caller directly to a queue, transfer list endpoint, or telephone number without waiting to speak to the new participant or for the transfer to complete. This is often referred to as a cold transfer.

  1. While on the call, click Transfer ().
  2. Click Transfer.
  3. Select who or where you want to transfer the call to. You can use one of the following methods:
    • Select a Queue or Transfer List contact.
      Note: A red dot beside an agent's name in the transfer list indicates the agent is in wrap up phase and is not available for a transfer.
    • Click the dial pad () at the bottom of the menu. Enter a number in E.164 format and click Transfer.

    The customer is transferred and you are removed from the interaction.

Transferring a Message

When needed, you can transfer a Facebook, SMS, or chat message interaction to another queue. You can't transfer a message directly to another agent. Agents who accept transferred interactions can see the entire message transcript in the primary content area.

For example, you accept an SMS message interaction and then after chatting with the customer, you realize that the customer is looking for sales instead of support. You can inform the customer that you are going to transfer them to the sales queue and then transfer the interaction. When you transfer the interaction, the customer gets a message in their window that they have been transferred to another queue.

To transfer a message to another queue:

  1. From the Actions menu, select Transfer.
  2. Select the queue to which you want to transfer the message interaction.

The message is transferred and you are removed from the interaction. The agent that accepts can review the message transcript and continue helping the customer.

Transferring an Email

When needed, you can transfer an email interaction directly to a queue. You can't transfer an email directly to another agent.

For example, you accept an email interaction and then after reading the email message, you realize that the customer is looking for technical support instead of sales. You can redirect the email to the correct queue for technical support.

To transfer an email to another queue:

  1. From the Actions menu, select Transfer.
  2. Select the queue to which you want to transfer the email.

The email is transferred to the specified queue to be offered to another agent and you are removed from the interaction.

You might also be interested in: