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

0

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.

Topics
Machine Learning & AIApplication IntegrationBusiness Applications
Tags
Amazon Connect
Language
English
profile picture
Luc Paquet
asked 3 years ago445 views
1 Answer
0
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 3 years ago
profile picture
EXPERT
Giovanni Lauria
reviewed a year ago

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