There will be several permissions agent will have to have including Manually Assign a Call/Chat/Message/Email to agent and/or to self. I don't think there is a mechanism to transfer to a queue, but only to individuals who have to be On-queue and in the same queue. This is mainly designed for handling stuck calls due to skillsed conversations not having agents. If this is for Email, you should check out the one on AppFoundry.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.comhttps://www.Avtex.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 03-11-2021 17:21
From: Martin Bunting
Subject: Cherry Picking / Manual Assignment
Can those waiting interactions be taken from a queue and moved to another queue, or only to an agent.
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Martin Bunting
i3Vision Technologies Inc.
Original Message:
Sent: 03-11-2021 17:10
From: Robert Wakefield-Carl
Subject: Cherry Picking / Manual Assignment
You can assign that permission to agents as well since everything in GC is permission-based.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 03-11-2021 15:54
From: Martin Bunting
Subject: Cherry Picking / Manual Assignment
I have a customer wanting both the ability for a supervisor to manually assign an interaction to an agent as well as to have agents cherry-pick calls from the queue. Manual assignment I see is Road Mapped for delivery very soon, what about Cherry Picking is that Road Mapped?
#DigitalChannels
#Routing(ACD/IVR)
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Martin Bunting
i3Vision Technologies Inc.
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