Video Call Transfers (GLOBO HQ - Linguist Dashboard)

How to Transfer Video Calls on the Linguist Dashboard

1. Within an active video call, Interpreters now have the ‘Transfer Call’ button available in the Call Options tab. 

2. To begin a call transfer, click on the Transfer Call arrow on the bottom left

3.  Select the type of transfer you want to complete: 

• 'Transfer to an Agent' transfers the call to a Customer Service Associate 
• 'Transfer to an Interpreter' completes a cold transfer to another interpreter 

4. If selecting Transfer to an Agent, provide the Reason. This allows the Customer Service Associate to know the reason for the cold transfer. 

Available Transfer to an Agent Reasons: 

• Manager Requested
• Personal Emergency/Situation
• Audio/Video/Technology Issues
• Upset LEP or Provider, interpreter unable to handle
• Female Interpreter Requested
• Male Interpreter Requested
• Unqualified for subject matter in this call (Interpreter Recusal)
• Different Language - unable to find in list
• Other

5. You now have the ability to enter and see comments for transfers to and from interpreter colleagues or customer service agents. (Effective July 31, 2025 11:30pm EST) 

6. If selecting Transfer to an Interpreter, select the language. This is helpful if the caller requested and connected to the wrong language.

• You may select the same language for the call you are servicing if you cannot complete the call. This should only be done in urgent situations and following GLOBO Best Practices. It is expected for interpreters to handle a call through completion

7. Click the Transfer Call button on the bottom right, the call has been transferred.