Agent to Agent Transfers in SMS and Engaged Digital Messaging
Currently, the only option to transfer an SMS is to reroute to the queue group itself. It would be nice if there was an option for companies to allow agent-to-agent transfers. Our team consists of 8 employees, and rather than reroute a customer looking to speak with a specific agent digitally back to the skill group, it would be nice to be able to transfer directly to the agent to wait. Then the next time this agent would be available, they would be prompted to interact via SMS or Engaged Digital (email).
Carrie
shared this idea
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Malcolm
commented
Agents require the ability to transfer a digital interaction easily and directly to another agent. This functionality is currently unavailable in 'My Messages' (Routing Mode) without the creation of personal queues for agents.
However, personal queues are not always a viable option because they:
- Substantially increase the Level of Effort for both initial implementation and ongoing maintenance.
- Overcomplicate Analytics and Reporting, as interactions for a single channel are spread across multiple queues, which significantly hinders effective analysis.
- Pose a risk that interactions could be missed or lost in the event of an unexpected employee absence if forwarded to a personal queueShould such a feature be implemented, I would like to suggest that functionality is included to automatically requeue the interaction to the initial queue if the assigned agent does not accept it within a specified timeframe (e.g., 'x' seconds, minutes, or hours).