Skills CX operations
Transfer protocol
A transfer is not a routing event. It is a continuity test: does the customer have to start again?
npx rulebase-skills install cx-transfer-protocolWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “transfer protocol”
- “warm handoff”
- “customers repeat themselves after transfer”
- “ping-pong between teams”
- “what should agents include when transferring”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Cold vs warm transfer
Default rule: real-time channels default to warm; async defaults to cold with a complete record. Cold transfer on voice when the record is incomplete is why customers say they explained it four times.
Required context fields
Define a minimum handoff payload per transfer type. Generic "add a note" fails because agents do not know what complete looks like.
Ping-pong: when transfer becomes failure
Ping-pong is three or more routing hops, or a return to a queue that already had the contact. It is always a failure mode, not a normal escalation path.
Measuring re-ask rate after transfer
Re-ask rate is the share of transferred contacts where the customer restates information they already provided earlier in the same case.
Protocol as operating standard
Document and publish: When cold vs warm is required, Minimum fields with examples of good and bad notes, Acceptance and reject rules per queue, What the customer should hear on voice/chat during warm transfer, Escalation when warm handoff cannot complete (queue full, no answer).
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
