The Transfer feature in Omni Channel Engagement
The consult feature was covered in the previous post, but the ability to transfer is slightly different. There is the…
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The Transfer feature in Omni Channel Engagement
Once an agent has accepted the transfer, the originating agent goes into consult mode, where they can still discuss the issue with the customer and begins in internal mode as shown by the peach colour as shown below. Either user can end the conversation in the same way as when a consult is initiated.
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