Chat in Browser UI: Transfer Queue Allow List is Configured by Profile
A new custom config for Chat is available that allows Administrators to define the "Transfer Queues" per profile, so Agents have a tailored list of queues for transferring, making the chat transfer process easier & faster.
Business Value:
- Agent Efficiency: Enhance efficiency for agents transferring chats by reducing the number of queues to choose from
- Administrator Efficiency: Admins can reduce the number of chats that are routed incorrectly
Steps to Enable
To utilize the new Transfer Queue Allow List config verb, the following must be true:
- Engagement Panel version 17+ must be deployed for the site
- If Engagement Panel version 17 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded.
- There is no downtime associated with this update.
- First, we will enable Engagement Panel version 17 on your test site, then on your production site at a day/time of your choosing.
- Create a new Custom Config Verb
- In the .NET Agent Desktop, open the Site Configuration menu > and go to "Configuration Settings"
- From the Ribbon, select New > TEXT
- For Data Type, this is TEXT
- For Key add: CUSTOM_CFG_CHAT_TRANSFER_QUEUES_ALLOW_LIST
- For Type select: Site
- For Required select: No
- For Folder, this is "custom"
- Max Length: 255
- Values: Configuration Base: Site
- Values: Value: This is where the PROFILE IDs are listed, along with the "allowed" list of queues for transferring chats. For example:
- The Profile ID = 1
- Is allowed to transfer chats to Queue IDs = 74 & 99
- So, the admin would configure the allow list of queues for this profile, like so... 1: 74, 99
Tips And Considerations
- The the new Transfer Queue Allow List config verb is not enabled by default, configuration is required
- More information about this config verb can be found at cx.rightnow.com, please search for "Requirements to configure the 'Transfer Queue Allow List' for Chat in the Browser User Interface"
- This feature does not require a 24C CX update
- This feature does require Engagement Panel version 17
- This feature is available as of May 19, 2024
Access Requirements
- Chat Administrator
- Chat Agent