.png "Digital Queue Level (1).png")
The flow of this scenario is explained below:
When you contact the support team, you get one case that tracks your issue from start to finish. Within that case, every time your case moves into the queue is a new contact ID for us to calculate or to measure the performance.
Think of it like this:
Your case would be your issue.
A new Contact ID is generated every time a contact enters the queue. This occurs, for example, during transfers or manual assignments, etc.
Contact ID 1 – First Time Through the Queue. The range spans from A to I.
A — Work Queue 1 Entry
No agent owns it yet. The system is deciding who should handle it. Queue Time starts here.
Transition: A → B
The interaction is picked up from the queue (by routing logic).
B — Bot Engagement / Routing
A bot or automated logic interacts with or evaluates the request.
Transition: B → C
C — Agent 1 Assigned
Agent 1 is assigned to the interaction
Agent Response Time starts. Handle Time will start once the agent acts.
Transition: C → D
Agent 1 prepares to respond.
D — Agent 1 First Response
Agent 1 sends the first reply to the customer.
Transition: D → E
Conversation continues
E, F, G — Ongoing Agent–Customer Conversation
These represent message exchanges.
C1, C2, C3 = Customer replies
Transition: G → H
H — Awaiting Customer Response
The agent has responded.
The customer is expected to reply.
Agent is waiting. Case is still owned by Agent 1.
Customer Follow‑up Response Time starts.
Transition: H → I
Customer does NOT reply within allowed time.
I — Agent 1 Unassignment
Contact ID 1 ends here
Contact ID 2 – Second Queue Attempt (This section covers I → L).
Same customer issue enters Work Queue 2 (This is a continuation, not a new problem)
Transition: J → K
Routing assigns a new agent
K — Agent 2 Assignment
Transition: K → L
L — Agent 2 Unassignment (No Response)
Contact ID 2 ends.
Contact ID 3 – Third Attempt (This section covers L → N)
This section covers M → N.
M — Work Queue 3 Entry
Transition: M → N
Agent assigned
N — Agent 3 Assignment
Agent 3 gets the interaction
Contact ID 3 ends.
Contact ID 4 – Final Handling (This section covers N → P).
Transition: N → O
Agent 3 does not resolve and releases ownership.
O — Agent 4 Assignment
Transition: O → P
P — Agent 4 First Response
Contact ID 4 ends here.
Journey ends.
The letters (A–P) mark every state change of a single customer interaction as it repeatedly enters queues, gets assigned to agents, waits for responses, gets unassigned, and is retried, until one agent successfully completes it.
The flow of this scenario is explained below:
When you contact the support team, you get one case that tracks your issue from start to finish. Within that case, every time your case moves into the queue is a new contact ID for us to calculate or to measure the performance.
Think of it like this:
Your case would be your issue.
A new Contact ID is generated every time a contact enters the queue. This occurs, for example, during transfers or manual assignments, etc.
Contact ID 1 – First Time Through the Queue. The range spans from A to I.
A — Work Queue 1 Entry
No agent owns it yet. The system is deciding who should handle it. Queue Time starts here.
Transition: A → B
The interaction is picked up from the queue (by routing logic).
B — Bot Engagement / Routing
A bot or automated logic interacts with or evaluates the request.
Transition: B → C
C — Agent 1 Assigned
Agent 1 is assigned to the interaction
Agent Response Time starts. Handle Time will start once the agent acts.
Transition: C → D
Agent 1 prepares to respond.
D — Agent 1 First Response
Agent 1 sends the first reply to the customer.
Transition: D → E
Conversation continues
E, F, G — Ongoing Agent–Customer Conversation
These represent message exchanges.
C1, C2, C3 = Customer replies
Transition: G → H
H — Awaiting Customer Response
The agent has responded.
The customer is expected to reply.
Agent is waiting. Case is still owned by Agent 1.
Customer Follow‑up Response Time starts.
Transition: H → I
Customer does NOT reply within allowed time.
I — Agent 1 Unassignment
Contact ID 1 ends here
Contact ID 2 – Second Queue Attempt (This section covers I → L).
Same customer issue enters Work Queue 2 (This is a continuation, not a new problem)
Transition: J → K
Routing assigns a new agent
K — Agent 2 Assignment
Transition: K → L
L — Agent 2 Unassignment (No Response)
Contact ID 2 ends.
Contact ID 3 – Third Attempt (This section covers L → N)
This section covers M → N.
M — Work Queue 3 Entry
Transition: M → N
Agent assigned
N — Agent 3 Assignment
Agent 3 gets the interaction
Contact ID 3 ends.
Contact ID 4 – Final Handling (This section covers N → P).
Transition: N → O
Agent 3 does not resolve and releases ownership.
O — Agent 4 Assignment
Transition: O → P
P — Agent 4 First Response
Contact ID 4 ends here.
Journey ends.
The letters (A–P) mark every state change of a single customer interaction as it repeatedly enters queues, gets assigned to agents, waits for responses, gets unassigned, and is retried, until one agent successfully completes it.
The flow of this scenario is explained below:
When you call the support team, your call is tracked as part of a single conversation so we can support you smoothly from start to finish, even if your call is briefly transferred or rerouted. The definition is explained below:
Case Number: Covers your entire journey from start to finish and remains the same throughout the call, even if a transfer is attempted.
Conversation ID: Represents the single, continuous call and does not change in this scenario because the warm transfer was cancelled.
Contact IDs: Contact ID 1 tracks your main interaction with Agent 1, while Contact ID 2 is briefly created when the warm transfer to another queue starts, solely to capture queue‑level timing and workload.
This diagram shows what happens when an agent starts a warm transfer (bringing another team in to help you) but then cancels that transfer and continues helping you themselves.
High‑Level Structure
Conversation ID 1
Only one conversation exists, but the warm transfer creates a second contact that is later cancelled.
Conversation ID 1 begins
Contact ID 1 - (This section covers A → G)
A — IVR Entry
Call intent is identified. Language, menu choices, or routing logic applied.
A → B
B — Work Queue 1 Entry
B → C
C — Agent 1 Assignment / Ringing
C → D
D — Agent 1 Accepted
Contact ID 2- (This section covers D → E)
Warm Transfer Attempt (Contact ID 2 Created)
At this point, Agent 1 decides to warm‑transfer the call.
D → E
E — Work Queue 2 Entry (Contact ID 2)
A new contact (Contact ID 2) is created.
Call is placed into Work Queue 2.
Customer may be on hold.
Original agent still maintains control.
Agent 1 is still connected.
Contact ID 2 ends here.
Warm Transfer Cancelled
E → F
F — Agent 1 Cancels Transfer & Continues Call
Transfer does NOT complete.
Work Queue 2 contact is abandoned.
Agent 1 fully resumes the call.
Call End and Wrap‑Up (Back to Contact ID 1)
F → G
G — Customer Disconnects
Customer hangs up.
Active talk time ends.
G → End
Contact ID 1 ends here.
Agent 1 After‑Call Work (Final State)
This journey shows an inbound voice call where Agent 1 initiates a warm transfer, cancels it before completion, resumes the call, and completes after‑call work following customer disconnect, with each letter (A–G) marking a specific state change.
The flow of this scenario is explained below:
When a customer calls the support team, the call first enters the IVR system, where basic routing and menu options help identify the purpose of the call. It is then placed into the appropriate work queue, where the system assigns it to an available agent based on skills and capacity. The assigned agent answers the call, assists the customer, and if needed, may initiate a warm transfer to another agent for specialized help. During a warm transfer, both agents briefly connect to discuss the issue before the customer is smoothly handed over. Once the conversation finishes, the customer disconnects and the agent completes after‑call work to close the interaction properly.
Contact ID 1 — Initial Call Flow (A → H)
A — IVR (Call Entry Point)
Customer calls the service number and enters the IVR system.
A → B
IVR determines routing and sends call to Work Queue 1.
B — Work Queue 1 Entry
The call enters Work Queue 1.
B → C
Queue routing assigns Agent 1.
C — Agent 1 Assignment
Call is ringing on Agent 1’s phone.
C → D
Agent 1 picks up the call.
D — Agent 1 Accepted
Agent 1 is now speaking with the customer.
Warm Transfer Initiation (D → J)
Agent 1 Initiates Warm Transfer
Agent 1 decides they need help from another queue/skill.
Contact ID 2 — Warm Transfer Flow (D → J)
D → E
A warm transfer is initiated to Work Queue 2.
E — Work Queue 2 Entry
Warm transfer creates Contact ID 2.
E → F
Queue assigns Agent 2.
F — Agent 2 Assignment
Agent 2 receives the warm transfer request and phone rings.
F → G
Agent 2 accepts.
G — Agent 2 Accepts; Consult Starts
Agent 2 has accepted the transfer but customer is still connected to Agent 1.
Agent 1 and Agent 2 discuss before bringing the customer in.
Transfer Completion — Customer Moves to Agent 2 (G → H)
H — Agent 1 Completes Transfer
Agent 1 presses Complete Transfer.
Warm transfer successfully completed.
Contact ID 1 ends here.
H → I
Customer disconnects from Agent 2 → ACW starts
I →J
Agent 2 is completing After‑Call Work (ACW)
J — Agent 2 Completes ACW
Contact ID 2 ends here
Agent 2 completes wrap‑up tasks (notes, disposition, updates) and becomes unassigned.
Once ACW is finished, the system closes Contact ID 2.
Post‑Transfer Ending (H onward)
Customer Disconnects
Customer hangs up while speaking to Agent 2.
Agent 2 ACW (After Call Work)
Agent 2 performs wrap‑up tasks and gets unassigned.
Agent 1 ACW
Agent 1 also performs ACW (from the warm transfer initiation side).
(Note: per the note in the diagram, for Samsung: Consult time is removed from Agent 1’s AHT.)
Summarising it, a customer call goes to Agent 1, Agent 1 performs a warm transfer to Agent 2, both agents enter a consult, Agent 1 completes the transfer, Agent 2 continues the call, the customer disconnects, and both agents complete post‑call work.
When you call the support team, your entire interaction is tracked as one continuous conversation, even if multiple agents are involved. In this scenario, Agent 1 consults Agent 2, but the call is never transferred. Agent 2 joins only temporarily to assist, and Agent 1 continues with the customer until the call ends.
From the customer's perspective, this still feels like one seamless call.
However, behind the scenes, the system creates multiple Contact IDs to accurately capture queue times, workload, and agent effort.
High‑Level Interaction Structure
Conversation ID 1: Represents the full voice call from start to finish.
Contact ID 1: The main interaction handled entirely by Agent 1.
Contact ID 2: A temporary contact created only for the consult request in Work Queue 2.
Tracks Agent 2’s assignment, ringing, and consult time.
Ownership never moves—Agent 1 remains the primary agent for the entire conversation.
Conversation ID 1 Begins
Customer dials the support number.
The call enters the IVR.
Routing logic identifies the correct queue for the issue.
A → B
A — Work Queue 1 Entry
The call enters Work Queue 1.
Contact ID 1 is created.
Queue time and ASA (Average Speed of Answer) begin tracking.
B → C
C — Agent 1 Assignment / Ringing
The system assigns the call to Agent 1.
Agent 1’s phone rings.
Ring time is recorded.
C → D
D — Agent 1 Accepted
Agent 1 answers the call.
The live conversation starts.
Agent 1’s Handle Time (AHT) begins.
Consult Workflow Begins (Contact ID 2 Created)
At this moment, Agent 1 needs additional help and initiates a consult.
D → E (Consult Triggered, Contact ID 2 Created)
E — Work Queue 2 Entry
Agent 1 initiates a consult.
Contact ID 2 is created specifically for consult handling.
The consult request enters Work Queue 2.
Work Queue 2 queue time and ASA begin.
The customer stays connected with Agent 1 at all times.
Agent 2 Joins for the Consult
E → F
F — Agent 2 Assignment / Ringing
The system selects Agent 2.
Agent 2’s phone rings.
Ring time is tracked.
F → G
G — Agent 2 Accepts / Consult Starts
Agent 2 accepts the consult.
A consult session begins between Agent 1 and Agent 2.
The customer may be placed on hold depending on process/policy.
Consult time is tracked for both agents.
Customer is not transferred—still owned by Agent 1.
Consult Ends (No Transfer)
G → H
H — Agent 2 Drops Consult
Agent 2 disconnects after providing the needed assistance.
Contact ID 2 ends here.
The call remains entirely under Contact ID 1.
Agent 1 continues handling the customer alone.
Call End and Wrap-Up
H → I
I — Customer Disconnects
The customer ends the call.
Agent 1 enters After‑Call Work (ACW).
Once ACW is complete, Agent 1 becomes unassigned.
Contact ID 1 closes, ending the entire conversation.
Summary of the Entire Flow
A customer calls support and is routed through IVR to Work Queue 1.
Agent 1 answers and assists the customer. When additional help is needed, Agent 1 initiates a consult to Work Queue 2, creating Contact ID 2. Agent 2 joins briefly, provides support, and disconnects without ever taking over the call. Agent 1 continues and finishes the interaction. After the customer hangs up, Agent 1 completes ACW and the call is closed.
The system logs:
One Conversation ID (the entire customer call)
Contact ID 1 (Agent 1’s full handling)
Contact ID 2 (temporary consult segment for Agent 2)