Transfer to Paused Queues in Agent Desk
Feature Release
This is the announcement for an upcoming ASAPP feature. Your ASAPP account team will provide a target release date and can direct you to more detailed information as needed.
Overview
Agents now have the ability to transfer customers to a paused queue.
Use and Impact
In some cases, the only agents that can properly address a customer’s issue are part of a queue that is temporarily paused. To ensure that agents can always redirect customers to the applicable queue, this feature allows agents to transfer customers to a paused queue, even if the wait times are long. This feature prevents poor customer experience by telling customers to reach out later or sending them to a queue that cannot appropriately help them. It also saves agents time by enabling them to route the customer to the proper queue when they cannot address the issue.
How It Works
Administrators might pause a queue if they detect they are getting a higher demand than expected. When enabled, paused queues appear in the agent’s transfer menu with a label indicating their status so that agents can identify them.
When transferring a customer to a paused queue, the customer gets placed at the end of that queue.
Configuration To enable your agents to transfer customers to a paused queue, contact your ASAPP account team.