Filtered Queue and Agent Transfer and Conference Lists

A new filtered Queue and Agent chat transfers or conferences list has been provided that is stripped by application.

During a chat transfer, agents will now be presented with a list of queues and agents that are relevant to the application they are working in. This will save time during a chat transfer or conference.

Steps to Enable

You don't need to do anything to enable this feature.

Tips And Considerations

• Your Help Desk and Internal Service Request Queues and Agents will be filtered from your Service Queues and Agents, and vice versa.

Key Resources

See the Add Resources to a Queue section in the Using Help Desk guide

Access Requirements

Users that have the Chat Agent role will see the the chat queue and agent transfer and conference lists.