PureEngage On-Premises

Within my chat configuration, I have the agent's role priviliges set to "Can One Step Transfer" while within the iWS application configuration options I have "interaction.disposition.is-mandatory" set to "true". However, when the agent transfers a chat via the Instant Chat Transfer icon, the chat is released. I would expect (and require) that iWS would adhere to the disposition is mandatory rule which would require the selection of a disposition code prior to the agent marking the transaction as Done.

Has anyone experienced this behavior?  If so (or even if not), what other configuration settings could be coming into play?

Thanks,

It seems that for chat interactions, there is no way how to achieve it within out-of-box IWS/WDE at this moment. There is just a similiar function for email channel, but not for chat. You can try to open a feature reqest or ask Genesys for the road-map for that.

Thanks Jakub. I guess I am suprised that chat functions differently than voice for the transfer capability. We are using iWS, so we could look to workaround that limitation through custom code. Any suggestions on how to obtain control of the agent interface before the chat is released?  Thanks for any insights you can provide.

Hi Ira,
Which version of IW are you using? In WDE 8.5.1 and higher this is working correctly.
Regards,
Andrei

Hi. Andrei, which version of WDE are you using?

We're using 8.5.109.16 and this is an issue for us. 

Responding to Andrei's prior question...we are using iWS 8.1.401.59 and have not transitioned to WDE.