Click “Transfer/Conf”:
Select the skill, agent or type the phone number you are transferring to. Click “Call”.
Once you have called over to the skill, you will be connected to the agent and the customer will be on hold.
Your MAX will look like this:
The top call (red) is the customer. Notice they are on hold.
The bottom call (blue) is the agent you are transferring to.
When the other agent picks up, you may speak with them while the customer is on hold.
Now you have a couple different options:
- If you are just asking a question of the Resolution Specialists, you can ask your question while the customer is on hold. When you are finished with your question, select “Hang Up” on the BOTTOM call to disconnect with the other agent. This brings you back with the customer who you can now take off hold and continue the call as normal.
- If you are transferring an escalated call, speak with the Resolution Specialist and let them know the situation. When they are ready to take the call you can either:
- “Transfer”:
- This will send the customer over to the other agent and disconnect you – this would be a “cold transfer” – For best experience, do not use this option.
- Or “Conference”:
- This option allows you to bring the customer on the line and introduce them to the agent you are transferring to. The customer is brought off of hold and all 3 parties can talk. The agent who is doing the transfer MUST click “Transfer” to send the call to the other agent. If you stay on the conference, the other agent cannot fully take over the call.
- Please note: DO NOT click “End Conference”. This will hang up on everyone.
- This will release the call to the agent you are transferring to, and allow them to transfer again if needed. If you do not release the call to them, they will be unable to do so.
Please note: If you see the option to “Transfer” next to a skill or agent’s name, please do not use it. This will cold transfer the call without giving the agent any context of the situation and will create a bad customer experience:
