Hi There,
We have a requirement that agents are not allowed to transfer a web messaging interaction received in Queue-A to Queue-B. (Both Queues A & B are in the same division)
They can transfer the interaction from Queue-A to all other queues except Queue-B.
For this, I have created an in-queue message flow and applied it to Queue-B and included logic check if it is from Queue-A then transfer it to Queue-A. It works only if the agents on Queue-B are not available immediately to answer the interaction.
If agents are available, interactions are delivered immediately and disregard the skills (Transfer interactions are delivered to Agents in Queue-B even without skills assigned to them). In-queue message flow logic includes transfer to ACD action with selected skills.
Also, tried disabling the options strips skills on blind transfer, and it didn’t help for web messaging.
I’m not sure why it is not using the skills to target agents during transfers.
I know there is permission available to restrict target destinations based on destination division, in this case, the customer doesn’t want to create a separate division for this single queue.
I raised a ticket with the support team to understand the transfer behaviour for messaging interactions and they advised me to post it in this forum.