In practice, even with well-configured queues and rules, there are scenarios in a global organisation like ours where manual intervention by supervisors is essential to ensure optimal client service across multiple regions.

For example, our business operates across two tenants spanning EMEA, Americas, Australia, India, and MEA. During peak hours or shift changeovers, a call or chat might initially be routed to a queue based on standard API rules, but the agent availability in that queue may be limited or misaligned with the client’s priority needs. In such cases, a supervisor may need to manually transfer the interaction to an agent in another queue or even in a different tenant who is available and best placed to handle the request efficiently.

This capability ensures that clients always receive the fastest and most effective response, rather than being delayed by automated routing rules that cannot account for real-time variations in agent capacity across regions. Manual transfers are particularly critical for:
- Shift changeovers, where agents logging off may leave gaps in a queue while another queue has idle capacity.
- High-traffic periods, where one queue may be overloaded, but agents in another queue or region are available.
- Cross-tenant operations, where queues are segmented due to different integrations or API call routing, but client requests must be handled seamlessly.

Without the ability to transfer interactions manually under the supervisor dashboard, there is a risk of sub-optimal response times and inconsistent client experience, despite the presence of well-configured queue rules.