The ultimate WOCAS-Guide

Configuring Transfers

Optionally, you let Customer Facing Representatives (CFR) track Transfers for each Contact. This helps you to find out which specific Customer Intents are forwarded to which area and why. This allows you to identify, for example, dysfunctional task assignments and agreements between the areas and new potential for a shift to the first level (e.g., if system permissions or competencies are missing).
Likewise, this can give you important detailed information on when problems with call routing occur and many customers must be routed and transferred to the non-responsible area, e.g., when they make the wrong selection in the IVR (voice response system). Your findings from the analysis can lead to important optimizations in call routing so that customers are routed directly to the right contact person.

How does it work?

Important: Once you have set up the function here and the upper slider is active, a fixed selection for closing or forwarding the contact will appear in the Contact form. Bear this in mind when selecting the time for changes and inform the CFRs if necessary.

Use the second slider to specify if “Completion” should be preselected by default.

Operation from the point of view of the Customer Facing Representative (CFR):

Completion: customer’s request completed without transfer / forwarding / forwarding. After selection, the contact can be transferred.
Transferred immediately: transferred directly to another area without own processing. After selection, the configured Transfer destinations (areas) appear, if necessary with configured details for the reasons for the forwarding.
Transferred after partial processing: transferred or handed over to another area after own partial processing, e.g., because further steps are still required or because the customer service representative did not arrive at a solution himself/herself. After selection, the configured Transfer targets (areas) appear, if necessary with configured details for the reasons for the forwarding

As soon as you enter a first Transfer target and the upper slider is active, the above-mentioned selection options ‘Completion’ etc. will automatically appear in the Contact form for each Contact:

Add a Transfer target in the lower input field and confirm this with the checkmark on the right. A Transfer target can be an area or a team to which phone calls, emails, chats, processes, etc. can be forwarded or passed on to the concern.
Examples:
1st level team 1, 1st level team 2, 2nd level technology, 2nd level billing, etc.
You enter up to two levels of detail with the ‘+’ symbol. Depending on the analysis target, you can enter details on the forwarding target, reasons for forwarding, information on the forwarding process (e.g. cold transfer, warm transfer, waiting time for warm transfer, etc.). All entered detail levels are mandatory fields in the Contact form.
You make subsequent changes at any time by selecting the entry (save with checkmark or cancel with ‘Close’).
With the help of the 4 arrows the order is changed by ‘drag & drop’ – this affects the order in the Contact form.
With the help of the ‘recycle bin’ icon the entry is deleted (cannot be undone).