Overview
Sharpen supports transferring active interactions to another agent, a different queue, or an external contact number. Transfers can be initiated while the customer is live on the interaction or while it is on hold.
To begin a transfer, click the Transfer button in the upper-left corner of the Interaction Window. A pop-out window will appear with three tabs: Agents, Queues, and Contacts.
Transfer Types at a Glance
Transfer Type |
Applicable Interactions |
Blind or Warm |
Conference Available |
|---|---|---|---|
Agent |
Voice, chat, and most interaction types |
Both |
Yes |
Queue |
Voice, chat, and most interaction types |
Blind only |
No |
Contact |
Voice (phone calls) only |
Both |
Yes |
Agent Transfer
Use an Agent transfer to send the interaction directly to a specific Sharpen agent.
Finding the agent: Use the search field to filter agents by name or extension in real time. You can also filter the list by agent status using the filter icon in the upper-right corner of the pop-out window.
Choosing the transfer method: Once you have located the right agent, select either Call or Chat as the transfer method. In this context, Call and Chat describe how the transferring agent communicates with the receiving agent during the handoff — not the customer's interaction type. For example, you can transfer a customer call via chat if you prefer to send the receiving agent a message before the interaction arrives.
Completing the transfer: After selecting the transfer method, click one of the following:
Complete — Performs a blind transfer. The interaction is sent immediately to the receiving agent without a conversation between agents first.
Conference — Performs a warm transfer. You, the customer, and the receiving agent are all connected at the same time, giving you the opportunity to introduce the customer and provide context before you exit the interaction.
Queue Transfer
Use a Queue transfer to send the interaction to a different queue rather than a specific agent.
Queue transfers are always blind — the customer enters the destination queue the same way any new inbound interaction would, without prioritization or weighting from the original interaction. This is the right option when a customer has been routed to the wrong queue for their interaction type or the subject of their request.
To transfer, navigate to the Queues tab, search for or scroll to the destination queue, and click the queue transfer button. The transfer window will close and the interaction will enter the selected queue.
Queue transfers do not offer a Conference option or a choice between Call and Chat transfer method.
Contact Transfer
Use a Contact transfer to send a phone call to an external number or directly to another Sharpen user's extension.
The Contacts tab displays direct extensions for all Sharpen users in your organization, as well as any external contacts added by your administrator. Use the search field to quickly filter contacts by name.
Contact transfers apply to phone calls only and are not available for other interaction types.
If the destination contact is another Sharpen user, you have the option to send the call directly to their voicemail, useful when the person is unavailable and you want to leave a message on the customer's behalf rather than waiting in queue.