One of your ideas has been delivered from your suggestion.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.

"Transfer to Queue" Allow List

"Transfer to Queue" Allow List

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:

  1. Engagement Panel version 17+ must be deployed for the site
    1. If Engagement Panel version 17 is not generally available, then email Jessica Bradley (jessica.bradley@oracle.com) to have your site upgraded.
    2. There is no downtime associated with this update.
    3. First, we will enable Engagement Panel version 17 on your test site, then on your production site at a day/time of your choosing.
  1. Create a new Custom Config Verb
    1. In the .NET Agent Desktop, open the Site Configuration menu > and go to "Configuration Settings"
    2. From the Ribbon, select New > TEXT
    3. For Data Type, this is TEXT
    4. For Key add: CUSTOM_CFG_CHAT_TRANSFER_QUEUES_ALLOW_LIST
    5. For Type select: Site
    6. For Required select: No
    7. For Folder, this is "custom"
    8. Max Length: 255
    9. Values: Configuration Base: Site
    10. Values: Value: This is where the PROFILE IDs are listed, along with the "allowed" list of queues for transferring chats. For example: 
      1. The Profile ID = 1
      2. Is allowed to transfer chats to Queue IDs = 74 & 99
      3. 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