Answer a call on skillset and transfer to survey afterwards?

[Utreg]

Hi,

Is it possible (in Symposium 4.0) to implement an external transfer after a call is answered by an agent (on a skillset)?

Now the agent transfers to a external number of a survey company manually (but doesn't when the conversation with the customer went badly). Can this be automated?

 

[Milesprower]

SCCS does not have the ability to transfer automatically after the agent answers a call.

There are workarounds. Some use IVRs or other third party solutions. These can get expensive. You can also have the agents transfer all calls to a CDN and then use an algorithm in a new application to choose a proportion of calls to go to the survey with the rest getting a thank you message.