Looking to create a process of identifying transferred chats routed back to the MVP queue due to the unavailability of agents in the intended queue (TCR, Billing, CERT). Although we currently rely on audit history, it's not feasible to check for all transferred chats. Our objective is to establish a more efficient method for tracking and quantifying these occurrences to better understand the volume of chats routed back to Support agents.

https://support.engagement.dimelo.com/content_threads/65ef41ae346eaf0007529475?q=id%3A%20%2265ef41ae346eaf0007529475%22&content_id=65ef44dc346eaf0007529586