Call Transfer - Queue

overview the call transfer to queue feature allows an agent to reroute an ongoing inbound call to a different queue within the same voice campaign this functionality is essential for ensuring that the customer reaches the most appropriate set of agents or department when the original routing was incorrect or the customer's query requires specialized handling how it works the agent initiates the transfer through the telephony panel, selecting a different destination queue to place the customer back into the automated call distribution (acd) system for reassignment agent workflow the agent is on a live call with a customer in an inbound campaign the agent identifies that the customer should be handled by a different queue (e g , the customer mistakenly selected the sales queue instead of the support queue in the ivr) the agent clicks the (transfer) button on the telephony panel the agent selects the option "transfer to queue" from the available transfer options the agent selects the correct queue name from the drop down list the call is then re routed to the selected queue, where it will be distributed to an available agent staffed to that queue use cases rerouting misdirected calls this is primarily used when a customer has incorrectly selected a queue in the ivr (e g , they selected the "sales" queue but actually need "support") skill based escalation the feature is implied in scenarios where a customer needs assistance from agents with a specific skill set, and the current agent identifies the appropriate specialized queue benefits improved first call resolution (fcr) potential by seamlessly rerouting the customer to the correct group, the customer is more likely to have their issue resolved without a second call enhanced customer experience customers are directly moved to the appropriate department without having to hang up and call back, reducing friction and frustration optimized queue management it helps maintain the integrity of queue types by allowing agents to fix routing errors caused by the customer's initial selection