GoTo Contact Center SCC Cheat Sheet

GoTo Contact Center SCC Cheat Sheet

Transferring calls to service advisors only (no SCC included)
  1. Call a "Service Advisor DP" (DP=dial plan)
    1. The "Service DP" includes whatever SCC agent is at that location
    2. Warm transfer, send to voicemail if not available
Transferring calls to finance
  1. Send call to a "Finance DP"
    1. Warm transfer, send to voicemail if not available
Transferring calls to sales
  1. Send call to a "Sales DP"
    1. No need to warm transfer this as it this DP goes to reception/CRS first, this is just you getting the call to the correct DP
Transferring calls to parts
  1. Send call to a "Parts DP"
    1. Warm transfer, send to voicemail if not available

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