Administrators can now configure the chat "transfer" button based on the agent’s profile. By default, all agents are allowed to transfer chats to another chat agent or another queue. If the ability to transfer chats to another agent is not a desired workflow, then the "Transfer to Agent" menu can be removed from the engagement panel. If the ability to transfer chats to another queue is not a desired workflow, then the "Transfer to Queue" menu can be removed from the engagement panel. If transferring chats either to an agent or to a queue is not a desired workflow, then the "transfer" button can be removed from the engagement panel. This enhancement makes it easy for agents to focus their attention on the proper workflow because they only see the controls that are relevant to their profile.

 

 

1. In the .NET Agent Desktop, open the Configuration Settings from the Navigation Set 

2. From the Ribbon, select New > Text

3. Type: Site or Interface

4. For Key add: CUSTOM_CFG_CHAT_HIDE_TRANSFER_BUTTONS

5. Max Length should be long enough to add all Profile IDs and T (true=hide) or F (false=show, null=show)

6. Value is the Profile ID followed by a colon ":", then the setting for "Transfer to Agent" followed by a colon ":", then the setting for "Transfer to Queue"

a.    For example: [Profile ID]:[Transfer to Agent]:[Transfer to Queue]

b.    True (T) = hide, you can think of it as: “if true, then hide” or “if true, then do not show”
c.    False (F) = show, you can think of it as: “if false, then show” or “if false, then do not hide”
d.    Null is the same as False, where False (F) = show

 

Please note:

•    "ALL" is supported, where "all" equals every Profile ID that is present within the interface
•    If a Profile ID is listed, then that configuration takes priority over any "ALL" configuration
•    If a parameter is NULL, then that is the same as FALSE, and FALSE=SHOW. See the “two parameters” section below
 

Are there examples of commonly supported scenarios?
In the examples below,

•    We are using Profile ID: 9999 as a fictional profile identification number
•    This format applies to the config verb settings: [Profile ID]:[Transfer to Agent]:[Transfer to Queue]

o    True (T) = hide, you can think of it as: “if true, then hide” or “if true, then do not show”
o    False (F) = show, you can think of it as: “if false, then show” or “if false, then do not hide”
o    Null is the same as False, where False (F) = show

 

Given the agent is handling live chats in the Browser UI, I want to…

1.    Hide the transfer button for ALL agents

a.    Example: ALL:T:T

i.    This means the transfer option is completely removed from the Engagement Panel for all agents

2.    Hide the transfer button for agents with Profile ID 9999

a.    Example: 9999:T:T

i.    This means the transfer option is completely removed from the Engagement Panel for agents with Profile ID 9999

3.    Hide the "Transfer to Agent" option for ALL agents

a.    Example: ALL:T:F

i.    In this case, the transfer button is present for ALL agents
ii.    The “Transfer to Agent” option is not present within the Engagement Panel for all agents
iii.    The “Transfer to Queue” option is present within the Engagement Panel for all agents

4.    Hide the "Transfer to Agent" option for agents with Profile ID 9999

a.    Example: 9999:T:F

i.    In this case, the transfer button is present within the Engagement Panel for ALL agents
ii.    The “Transfer to Agent” option is not present within the Engagement Panel for agents with Profile ID 9999
iii.    The “Transfer to Queue” option is present within the Engagement Panel for all agents

5.    Hide the "Transfer to Queue" option for ALL agents

a.    Example: ALL:F:T

i.    In this case, the transfer button is present for ALL agents
ii.    The “Transfer to Agent” option is present within the Engagement Panel for all agents
iii.    The “Transfer to Queue” option is not present within the Engagement Panel for all agents

6.    Hide the "Transfer to Queue" option for agents with Profile ID 9999

a.    Example: 9999:F:T

i.    In this case, the transfer button is present within the Engagement Panel for ALL agents
ii.    The “Transfer to Agent” option is present within the Engagement Panel for all agents
iii.    The “Transfer to Queue” option is not present within the Engagement Panel for agents with Profile ID 9999

 

What if there are only two parameters listed in the configuration, what happens then? 
In the examples below,

•    We are using Profile ID: 9999 as a fictional profile identification number
•    This format applies to the config verb settings: [Profile ID]:[Transfer to Agent]:[Transfer to Queue]
•    "ALL" is supported, where "all" equals every Profile ID that is present within the interface
•    If a Profile ID is listed, then that configuration takes priority over any "ALL" configuration
•    If a parameter is NULL, then that is the same as FALSE, and FALSE=SHOW.

 

See examples here:

1.    Given this configuration applies to ALL agent profiles on the interface (=ALL), given the "Transfer to Agent" option is true (Position 1=T), given there is no configuration provided for "Transfer to Queue" (Position 2=NULL)

o    Example: ALL:T
o    Then, the transfer button is present for ALL agents
o    Then, the “Transfer to Agent” option is not present within the Engagement Panel for all agents
o    Then, the “Transfer to Queue” option is present within the Engagement Panel for all agents because NULL=False, and false is the same as “show”

2.    Given the Profile ID is provided (=9999), given the "Transfer to Agent" option is true (Position 1=T), given there is no configuration provided for "Transfer to Queue" (Position 2=NULL)

o    Example: 9999:T
o    Then, the transfer button is present for ALL agents
o    Then, the  “Transfer to Agent” option is not present within the Engagement Panel for agents with Profile ID 9999
o    Then, the “Transfer to Queue” option is present within the Engagement Panel for all agents because NULL=False, and false is the same as “show”

3.    Given this configuration applies to ALL agent profiles on the interface (=ALL), given there is no configuration provided for "Transfer to Agent" (Position 1=NULL), given the "Transfer to Queue" option is true (Position 2=T)

o    Example: ALL::T
o    Then, the transfer button is present for ALL agents
o    Then, the “Transfer to Agent” option is present within the Engagement Panel for all agents because NULL=False, and false is the same as “show”
o    Then, the “Transfer to Queue” option is not present within the Engagement Panel for all agents

4.    Given the Profile ID is provided (=9999), given there is no configuration provided for "Transfer to Agent" (Position 1=NULL), given the "Transfer to Queue" option is true (Position 2=T)

o    Example: 9999::T
o    Then, the transfer button is present for ALL agents
o    Then, the “Transfer to Agent” option is present within the Engagement Panel for all agents because NULL=False, and false is the same as “show”
o    Then, the “Transfer to Queue” option is not present within the Engagement Panel for agents with Profile ID 9999

5.    Given ALL is not provided

o    Example: T:T or F:F or T:F or F:T
o    Then this configuration is discarded as an invalid value because a Profile parameter is required

6.    Given a Profile ID is not provided

o    Example: T:T or F:F or T:F or F:T
o    Then this configuration is discarded as an invalid value because a Profile parameter is required

 

Can the Value field contain multiple entries? 
Yes! The Value field can include multiple entries that are comma-delimited:

o    Example: 9999:T:T, 8888:T:F, 7777:F:T