The Agent Presence feature in Engage enhances the existing transfer functionality. It allows agents to see which colleagues are online and available to take a transfer. This eliminates the guesswork, as agents can confirm the availability of others before initiating a transfer, leading to more efficient routing and improved customer service.
Agents can not only transfer calls to agents, they have the ability to transfer to specific queues in order to get the customers the help they need.
Agent Presence has been setup in such a way that it utilises Quick connects that have been setup for specific queues, ensuring that contacts are consistently routed to the correct destinations.