How to send data to next agent when call is transferred

When an employee transfers a call to another employee, it is often advantageous to also send all the data gathered so far to the next agent who will take the call.

To do this, use the babelforce "Call transferred" event and then define the action you want to send the data to.

In this article, we show how a ticket is pushed and assigned to an agent in Zendesk.

You need two events to achieve this.

 

 

Select the event "Call transferred" and select the Zendesk action "Push ticket".

Make sure the agent is set to [current Agent] (this will only work if you have an activated Zendesk integration added).

 

 

 

 

 

 

 

 

 

 

For the second event, you select the Zendesk event "Update ticket". In the Ownership-tab select as assignee also [Current Agent].

 

 

 

 

 

 

 

 

 

 

Of course, this is only one example, specifically for a Zendesk integration. You create the action on the external API / system / integration as required. Assuming that the other system supports the assignment of a particular employee, etc and that your account on babelforce is setup to access that, then you can do more or less any integrated process based on calls being transferred.

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