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Filter chat transfer agents and queues to only see specific queues
Answer ID 12533 |
Last Review Date 03/23/2023
Can I choose which queues or agents are shown when transferring a chat? Is there a filter available for this?
Environment:
Chat, Analytics
All currently supported versions of Oracle B2C Service
All currently supported versions of Oracle B2C Service
Issue:
When an agent is attempting to transfer a chat to a different agent/queue, they can see all the queues and agents available regardless of their current queue, making it difficult to identify the correct person/ queue to transfer the chat.
Resolution:
There are two key elements to consider for this workaround: the Conference/Transfer check box and the Group where the profile is placed. The Conference/Transfer checkbox is found in the Chat permissions of a Profile, on the Service tab. When selected, it allows staff members to conference with agents in other groups and transfer customers to agents in other groups. However, even though this check box is not selected, agents can always conference with agents in their own group and transfer chats to agents within their own group.
Scenario 1:
There are 3 different agents logged in. Each one of them have different profiles assigned (profile A, B, and C), different groups assigned (Group X, Group Y and Group Z) and different queues assigned in their profiles (Queue 1, Queue 2 and Queue 3). However all of them have the Conference/ Transfer checkbox checked.
As a result, all 3 agents will be able to see all the available agents and queues when attempting to transfer chats.
Scenario 2:
There are 3 different agents logged in. Each one of them have different profiles assigned (profile A, B, and C), different groups assigned to their profile (Group X, Group Y and Group Z), different queues assigned to them (Queue 1, Queue 2 and Queue 3). However, none of them have the Conference/Transfer checkbox checked.
As a result, none of the agents are able to see other agents connected or queues available.
Scenario 3:
There are 3 different agents. Each one of them have different profiles assigned (profile A, B, and C) and different queues assigned (Queue 1, Queue 2 and Queue 3). In addition to not having the Conference/ Transfer checkbox checked, two of the agents have the same group assigned to their profile (Group X) and one of them has a different group assigned (Group Y).
As a result, the 2 agents that have the same group assigned are able to see each other online (when online), are able to see each other's assigned queues and are able to transfer chats to each other. The third agent will not be able to see anyone available, nor perform any transfers.
As a summary, as long as the agents have the same group assigned to their profile, they will be able to transfer the chat and see the available queues corresponding to their profiles, although the Conference/ Transfer option is unchecked.
For more information on what happens when a chat is transferred, see:
For more information on what happens when a chat is transferred, see:
For more information on setting up Chat permissions to a profile, see Add Chat permissions to a profile
