Right now if agent A answers a call and transfers it to agent B that then transfers it to supervisor C who finally solves the customer issue, there's only one wrap-up made by supervisor C, being A and B unable to key-in their notes or seeing their actual call time logged.
I'd like to know if there's a way to have a wrap-up every time a call is transferred, even if that doesn't correspond to the end of the customer interaction nor to the current case resolution.
Hi Duarte, the functionality you're looking for does not exist OOTB. It could be possible to add the note into the Interaction log or into the history. But, it's not something that's in the current product.
We are considering answering this requirement by creating an Interaction for each "leg" of the call. In this manner the first interaction will be created once the communication between the customer and the first agent (Agent 1) starts. When the call is transferred and the conversation proceeds, now between Agent 2 and the customer, a second interaction is created. At the end there will be as many interactions (and wrap-ups) as agents involved.
That is how I would look to fulfill the requirement. Every implementation of Customer Service I've been involved in we've kept both interactions so the OOTB transfer isn't really used. It's really a phone call from one CSR to another and that CSR pulls up the client details and continue the interaction. There's pro's and con's to both approaches - it depends which business need is greater.
Don't forget that cases created by CSR 1 will be visible and reportable. So if the business need is about activity on an interaction, that could be used too?