WEB Chat - Prevent an agent from transferring a CHAT to an unavailable agent

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Hello In Amazon Connect, how to prevent an agent from passing a CHAT conversation to an agent who is not available (the transfer between agents is done with a Quick Connection)?

Thanks for your help.

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asked 2 years ago306 views
1 Answer
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Accepted Answer

You can use 'Check staffing' blocks in your agent transfer contact flow specified in the Quick Connect configuration to verify agent availability and build error handling into the transfer.

https://docs.aws.amazon.com/connect/latest/adminguide/check-staffing.html

AWS
gthomas
answered 2 years ago
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EXPERT
reviewed 3 months ago

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