Avoid Call Transfers When Office is Closed: A Request for Assistance

Hello, it's the third time that I am asking this question, but no replies so far: is it possible to avoid that the agent will transfer the call also when the office is closed because it is not working days (Saturday and Sunday) nor working hours, please? Thanks

13 comments

Torrey Leonard
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Hey Francesco Mascetti, you can prompt your agent to do this!
Francesco Mascetti
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Torrey Leonard thanks for your reply! Do you have a very simple prompt example to help me, please? Then I will elaborate it more in detail to suite my use case. Thanks
Torrey Leonard
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I can try, but maybe someone else in the community knows better. I would try adding prompt in “additional rules” that specifies not allowing transfers unless during business hours. Something like: “ our business hours are 9 AM to 5 PM Pacific standard time. If it is outside of those hours, do not offer to make a transfer to a live representative.”
Francesco Mascetti
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Thank you very much! I will try to add it!
Francesco Mascetti
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Torrey Leonard I tried to add an additional rule in the block where is also present the outcome for call transfer, I wrote it in capital letters, but the agent ignores the rule and keeps transferring the call...so it doesn't work. Do you have any other suggestion please? Thanks
Ron Johnson
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Francesco Mascetti I want this feature myself. Let know what works
Francesco Mascetti
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I still haven't solved this issue... Ron Johnson did you try too?
Ron Johnson
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Sorry I have not been able 2 try this
Francesco Mascetti
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Repost for the 4th time: Torrey Leonard I tried to add an additional rule in the block where is also present the outcome for call transfer, I wrote it in capital letters, but the agent ignores the rule and keeps transferring the call...so it doesn't work. Do you have any other suggestion please? Thanks
Colin
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Hi there Francesco Mascetti I took a look at your agent and I would suggest you to edit your scripting a bit. You have an outcome for the customer wanting an operator but no alternative outcome to actually handle the case where it is out of business hours. These rules you added are okay, but since the one outcome is for anyone requesting an operator this can confuse the agent. I suggest in addition to your rules you do the following on your question node: one outcome "caller wants to speak to an operator and it is during normal business hours" -> call transfer second outcome "caller wants to speak to an operator but it is outside of normal business hours" -> speak node to inform the caller of hours and tell them there is no operator available -> end node
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Francesco Mascetti
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Colin Thank you very much! I will follow your great suggestions and I will let you know! Thanks
Colin
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Francesco Mascetti Happy to help! I tested it in my own agent and got good results. Let me know how that works for you!
Francesco Mascetti
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Hello Colin finally I had time to try your suggestions, but sadly it doesn't work because the Agent always says that the office are closed and it hangs up... So I ended up to revert back to my previous flow chart and I don't know how to prevent calls to be transferred also outside business hours.