Search Queues 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 enables agents to easily transfer conversations to different queues by typing in the queue name and selecting it from a filtered list of results.

Search queue name in queue transfer menu.

Use and Impact

The search functionality is particularly useful for agents that have a long list of queue choices in the transfer menu. We expect that a search functionality will help ensure agents select the right queue, reducing the number of transfers to unintended or incorrect queues.

How It Works

Agents can select the queue to which they want to transfer the conversation by entering its name and choosing it from a filtered list.

The search query will filter only the exact matches of the queue’s name.