Customer Journey for transfer scenarios

Last Updated : Jun 27, 2024 |

The Customer Journey widget tracks the transfer events for live and historical interactions.

The transfer details display the following information:

  • Channel: Hybrid voice.

  • Agent information: User handle or Username.

  • The type of transfer: Transfer to User or transfer to an external number.

  • The name of the agent who transferred an interaction and received the transfer.

  • The date and time stamp when the transfer occurred.

  • The number of transfers.

Customer Journey support for transfer scenarios is available only between agent-to-agent transfers. Agent must log in to Avaya Workspaces in the Ready state to transfer the interactions.

The Customer Journey widget tracks the number of transfers during the following transfer scenarios for chat, messaging, email, and voice interactions:

Transfer to User

  1. Log in to Avaya Workspaces in the Ready state as Agent 1.

  2. Log in to Avaya Workspaces in the Ready state as Agent 2.

  3. Agent 1 receives a digital or voice interaction.

  4. Agent 1 accepts the interaction and starts working on it.

  5. Agent 1 transfers the interaction to Agent 2.

    In the Customer Journey and Interaction Search widgets, the Transfer event icon displays the transfer count.

Transfer to an external number

  1. Log in to Avaya Workspaces in the Ready state as Agent 1.

  2. Log in to Avaya Workspaces in the Ready state as Agent 2.

  3. Agent 1 receives a voice interaction.

  4. Agent 1 accepts the voice interaction.

  5. Agent 1 transfers the voice interaction to VDN or a number outside the contact center.

    In the Customer Journey and Interaction Search widgets, the Transfer event icon displays the transfer count.

Related information
Customer Journey widget