Hi. 

We want to skip ACW inheritance when an agent answering a call from a ACD queue and then forwards the call directly to another agent not in the same queue

So when agent A answer a call from a Queue that have ACW mandatory, transfer that call directly to another agent (agent B) that is not in the same queue as agent A and in not using ACW, then agent B won´t need to do any ACW.

Does anybody know If this is possible and if yes, how I can accomplish that ?

Regards, 

Guðmundur. 

Currently, the ACW from the first follows the transfer.  I know there is work to enhance ACW on transfers as well as allowing No ACW setting on Queues.  Look for some improvements in the coming months

Hi. 

We want to skip ACW inheritance when an agent answering a call from a ACD queue and then forwards the call directly to another agent not in the same queue

So when agent A answer a call from a Queue that have ACW mandatory, transfer that call directly to another agent (agent B) that is not in the same queue as agent A and in not using ACW, then agent B won´t need to do any ACW.

Does anybody know If this is possible and if yes, how I can accomplish that ?

Regards, 

Guðmundur.