Allowing Agents to Transfer to a Queue
If you want agents to be able to transfer an interaction to another service queue (e.g., a voice call to a different department, or a chat to a different support team, the destination service), the scenario entry of the destination service must be explicitly enabled to appear in the Agent Desktop directory.
This is controlled by two properties on the scenario entry: Visible to agents, which determines whether the entry appears in the directory at all, and Directory folder, which determines where in the directory it appears. Both Dial-in (voice) and Messaging/Chat scenario entries contain these properties.
This tutorial covers configuring a scenario entry to be transfer-eligible, for either voice calls or chats.
Prerequisites
- A configured Dial-in scenario entry or Messaging/Chat scenario entry for the destination service you want to allow agents to transfer to.
Configuration
The steps are the same regardless of media type voice or chat.
- Go to Configuration > Scenario Entries, then select Dial-in (for voice) or Messaging/Chat (for chat).
- Select the scenario entry that routes to the service you want agents to be able to transfer into (the destination service).
- Check Visible to agents.
- Set Directory folder to the folder where this entry should appear in the Agent Desktop.
- Click Apply.
Agent Experience
Once configured, the destination service will appear in the Agent Desktop directory, under the specified folder, and agents will be able to select it as a transfer target.
- For voice, see the Agent Guide, section How to Place a Call in a Service Queue, which describes blind transfers to a queue selected from the directory.
- For chat, see the Agent Guide Transferring a Chat Using the Directory.
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