Call Transfer - Agent(Warm/Cold)

overview call transfer allows an agent to move a live call to another agent, supervisor, queue, or an external number the system supports two primary types cold transfer (blind transfer) the call is transferred immediately without the agent speaking to the receiving party first warm transfer (consultative transfer) the agent first speaks with the receiving party to provide context before connecting the customer how it works during a live call, an agent initiates a transfer from their console for a cold transfer, the agent selects the destination and completes the action for a warm transfer, the agent first 'consults' with the destination party while the customer is on hold, briefs them, and then connects the customer prerequisites the agent must be on a live call the intended recipient (agent, queue) must be available steps performing a transfer (agent) this is a standard feature on the agent's call control panel location agent > agent console > call control panel action during a call, click the transfer button a pop up will appear to select the destination for a warm transfer, first click confer for a cold transfer, click transfer directly use cases cold transfer a receptionist receives a call for the sales department and performs a cold transfer directly to the main sales queue warm transfer a tier 1 support agent encounters a complex issue and initiates a warm transfer to a tier 2 specialist after explaining the problem benefits improved first contact resolution ensures calls are directed to the person or department best equipped to handle the issue enhanced customer experience a warm transfer provides a seamless handover, preventing the customer from having to repeat their issue increased efficiency quickly routes calls within the organization, reducing handle time