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Block chat transfer to Queue/Agent when the agents are unavailable or busy or during off chat hours — Cloud Customer Connect
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Block chat transfer to Queue/Agent when the agents are unavailable or busy or during off chat hours

Question
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edited Jul 30, 2019 3:09PM in Agent Desktop

Summary

Block chat transfer to Queue/Agent when the agents are unavailable or busy or during off chat hours

Content

Hello,

From one of the post, the out of the box functionality acts like this during a chat transfer:

  • If a chat agent selects “Transfer to Queue”, then we check whether agents have a status of “available”
  • If all chat sessions are consumed & no sessions are available, then system will place customer in the queue as "waiting"
  • If chat sessions are available, the transfer is made

Is it possible to block the transfer when another queue is full (all agents busy) or if the queue is after operating hours.

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