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CMS Context Transfer from Agent A to B

Dec 27, 2017 at 02:48 PM


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When agent A has successfully saved a transaction from an incoming call from a customer, they will then transfer the call to Agent B where Agent B will accept the transfer.

When Agent B has successfully accepted the transfer from Agent A, they receive notification of success stating “You have been set as the employee responsible for…” in the top right of the screen.

My question is that shouldn’t Agent B screen open up with the transaction already in open editable form where they can start interacting with the transaction and assist the customer.

What we are currently facing is that when Agent B has successfully accepted the transfer, the screen opens up the Account Identification/Overview screen with the last interactions from the customer at the bottom of the screen. They will then have to manually select the transaction at the bottom and then only move to the transaction.

As seen below in the screenshot:


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