Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox.
Prevent digital interactions that an agent re-queues (transfers to queue) from showing in my inbox. This is cluttering up the my inbox for agents, preventing them from seeing what needs dealing with vs what doesn't.
2
votes
Peter
shared this idea
I do not reproduce this behavior
- In "My messages" tab, I transfer to another queue
- Submit Disposition screen appears
- after Submitting, the interaction disappears from Agent view
Can you please describe in more detail?
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Malcolm
commented
This issue absolutely causes confusion when an agent requeues or transfers an interaction to another agent, as the interaction remains in the handling agent's "My inbox" until it is accepted by a different agent.