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    Ability to modify chat transfer window
    Idea posted November 27, 2012 by Match1Explorer, tagged Chat 
    123 Views, 1 Comment
    Title:
    Ability to modify chat transfer window
    User Story / Description:

    As an Agent when I want to transfer a chat to another agent or queue a small window pops up where I can select the agent or queue I want to transfer to.

    As an Administrator I need to be able to :

    1. Restrict whether or not the agent can transfer to an agent only or to a queue only..one or the other or both. I also need to be able to restrict the queues they can transfer to in the list, as well as restrict the agents they can transfer to in the list.

    2. Be able to default the "Transfer to an agent" or "Transfer to a queue" radio buttons.

     

    The reason for this is that we have lots of agents in chat and we only have certain agents that can take escalations. If we give the regular chat agents the ability to transfer to anyone, they will make mistakes and already have.

     

    Picture:

    Comment

     

    • Matthias Hintner

      Hi,

      I know this idea is there from 2012 and there haven't been any comments; however I would be very interested to see point 2) Be able to default the "Transfer to an agent" or "Transfer to a queue" radio buttons.

      We don't allow chat transfers to agents, only to queue, so if we could default the "Transfer to a queue" and/or blend out the "Transfer to an agent" completely, that would be very helpful

      Thanks

      Matthias