Disable Transfer to Same Queue in Agent Desk

Feature Release

This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.

Overview

Agent Desk can prevent agents from transferring a customer to another agent in the same queue.

Use and Impact

In some situations, transferring customers to the same queue they were waiting in can cause a poor customer experience. Additionally, agents might transfer customers to the same queue to unassign themselves from the case, causing other agents to have to pick up new or complicated cases. This feature gives administrators more flexibility in configuring which queues are available to their agents for transfer. It also prevents agents from transferring customers with difficult or time-consuming requests to another agent. Overall, this feature ensures a better customer experience by preventing possible delays by transferring waiting customers to the same queue.

How It Works

Enabling this feature removes the queue where the issue is assigned from the transfer menu.

The transfer menu will still show other queues that the agent is assigned to.

Configuration To enable this feature, contact your ASAPP account team.