Managers need to clearly understand how conversations are routed so that they can optimize the customer experience and reduce handling time to better serve their customers' needs. To support this, Revenue provides 5 fields on the Conversation object that give managers better insight into transferred calls.
How Does It Work?
For Accounts that are on the most current package (version 1.98 or newer), several new fields are available to add to the Conversation layout. These fields are populated automatically during Call Transfers.
Agent 1 (user who initiates transfer) will have the following fields populated:
- Transfer Type - Field value is populated with either "Warm Transfer" or "Cold Transfer". If a call is not transferred, the field is left blank.
Transfer Destination - Field value is populated with "User", "Call Flow", or "Call Queue". If the call is not transferred by an agent, the field is left blank.
Transferred To Name - The field sets the text value of the transfer recipient's Name that is selected by the transfer initiator. If the call is not transferred, the field is left blank.
Transferred To - If the call was transferred, then the field is populated with the conversation record of the call that was associated with the transferred event (either through cold or warm transfer). If the call was not transferred to a queue, flow, user, favorite, or phone number, the lookup is left blank.
Agent 2 (user who receives transfer) will have the following field populated:
Transferred From - If the call was the result of a cold or warm transferred call, the lookup is populated with the reference of the conversation that preceded it. If the call was not linked to a previous call as a transfer, the field is left blank.