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  • 1.  Agent transfer digital interaction to queue

    Posted 01-24-2024 05:32
    No replies, thread closed.

    Hello, I just working about inbound email flow architect recently, and I have a discuss:

    Is there anyway an agent can transfer an email or a chat interaction but still keeping required skill information?

    Thanks.


    #ArchitectureandDesign

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    Manh Ngo Duc
    NGS TELECOMMUNICATION & EQUIPMENT JOINT STOCK COMPANY
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  • 2.  RE: Agent transfer digital interaction to queue

    Posted 01-24-2024 07:58
    No replies, thread closed.

    Hi,

    Do you have strip skills enabled in the Organization Settings?



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 3.  RE: Agent transfer digital interaction to queue

    Posted 01-24-2024 09:40
    No replies, thread closed.

    No I disabled it. Should I have to turn it on?



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    Manh Ngo Duc
    NGS TELECOMMUNICATION & EQUIPMENT JOINT STOCK COMPANY
    ------------------------------

    Original Message


  • 4.  RE: Agent transfer digital interaction to queue

    Posted 01-24-2024 13:11
    No replies, thread closed.

    No, that's supposed to strip all skills on blind transfer.

    Although I don't know if it's only for voice, in the documentation and the setting doesn't match.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 5.  RE: Agent transfer digital interaction to queue
    Best Answer

    Posted 07-23-2024 05:34
    No replies, thread closed.

    Hey,

    There is an idea on the Product Ideas Lab: Keep Skills upon Transfer - Digital Channels I would certainly recommend voting on the idea so that you can keep up with further developments on this.



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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