WebAgent Consultative Skill Transfers
Introduction
In the WebAgent you can do a blind transfer to another Skill via the Skill Transfer action. But did you know you can also do Delight Consults and Consults to other Skills? By using (Side-instep) Endpoints, every Skill that can be reached via an Endpoint becomes available for Delight Consults and Consults.
Step 1: Making a Skill reachable via an Endpoint
Note
If your Skill is already available via the Main Endpoint (main number of a A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location.), you can skip this step.
To start you first need an endpoint, follow these steps to create one.
Make sure the newly created Endpoint is configured as a Modality Endpoint and assign the preferred Skill.
Tip
If you want your Skill to be available 24/7, you can enable the "Always on" setting on the Modality Endpoint.
Step 2: Make the Endpoint search-able via the WebAgent
If you are using Skype for Business, you don't need to do anything it is already available in your Global Address list.
Note
The synchronization could take up to 24 hours.
Step 3: Performing the Consultative Skill Transfer
When performing the steps in Transferring calls, you can now search for the newly created endpoints and perform the transfer you want to perform.
Limitation
Know that you can only reach a Skill on a different Endpoint than the Endpoint you are connecting to. This is the same as trying to add your own phone number while already on the call.
Scenario 1: Trying to consult the same endpoint.
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The conversation started on the Main Endpoint of UCC 1
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Agent 1 accepts the conversation in the WebAgent
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Agent 1 searches for the Main Endpoint of UCC 1 and tries to transfer.
Result: This will fail because the conversation is already connected to the Main Endpoint of UCC 1
Scenario 2: Trying to consult another endpoint.
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The conversation started on the Main Endpoint of UCC 1
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Agent 1 accepts the conversation in the WebAgent
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Agent 1 searches for the Modality Endpoint 1 of UCC 1 and tries to transfer.
Result: This will work because this endpoint is not yet connected to the conversation.