Options for transferring a call in CXone
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Credit and Title
Financing Support
General Spanish
Going Solar
Inquiries Homeowner
Inquiries Homeowner VM
Inquiries Installer
Installation Concerns
Installation Concerns VM
Licensing
Licensing VM
PIP
Prequeue IVR- No Agent
Sales - Onboarding
Software Platform Support
Software Platform Support VM
Supervisor Reskill
Voicemail - No Agent
Welcome Call
Welcome Call VM
H/O Lead Resolution
SS Lead Resolution
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Not all Skills are connected to live queues. Make sure the queue selected has a green icon, indicating there are agents available to take the call. |
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When transferring a customer to another skill be sure to let them know that there is a possibility that they could be prompted to leave a voicemail if no one is available to take the call:
“I will place you on a brief hold while I transfer you to {skill/third party}. I will remain on the line with you during the transfer, but please be aware that if {skill/third party} is not available, you will be prompted to leave a voicemail.”
Transferring a call to another Skill (queue)
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