Workforce Engagement Management

Hello WEM Community,

The lack of ability to limit transfers to closed queues and mismatched channels has been a growing concern for our business.

I'm curious what others are doing to circumvent this limitation in order to prevent the system from essentially hanging up on clients? 

Please consider voting for the associated enhancement request if this resonates with you. Thanks! 

It's not fool proof, and a bit hard to explain. When our agents need to transfer a call to another queue, they start with typing "Transfer" in the look up menu and grab the appropriate queue that starts with the name "Transfer" and pulls up an external contact we have created.

1. Created External Contact in the External Contacts and Organizations for the "Transfer to [queue name]" this contact has the direct DID associated with that department/queue simulating a new inbound call.
2. Created Incoming call flows for each of our Queues. It starts with checking the schedule group. If the queue is closed, we direct the call to the appropriate new menu where the caller can leave a message for a callback.  BUT if we are open, you will see in the call flow that the priority of the call is increased (so they go to the top of the queue), the call is dropped into the queue for the next available agent.

Do agents periodically transfer directly to the closed queue, sometimes but not very often.  They have been trained to always start the search with "Transfer".  I wish there was a way to HIDE some of the contacts in the list that we never want agents to use. But that's another topic.

This is the adhoc way we do it.  

Hello WEM Community,

The lack of ability to limit transfers to closed queues and mismatched channels has been a growing concern for our business.

I'm curious what others are doing to circumvent this limitation in order to prevent the system from essentially hanging up on clients? 

Please consider voting for the associated enhancement request if this resonates with you. Thanks!