Currently, transferring or consulting with another agent requires selecting a queue first, even when the target agent is already known. This adds unnecessary steps and slows down workflows.

Requested Enhancement:

• Enable the ability to transfer or consult directly with a specific agent, bypassing the queue selection process.

Benefits:

• Streamlined workflow: Reduces clicks and decision points when agents already know who they need to reach.
• Improved efficiency: Speeds up customer handling by cutting down on transfer time.
• Better user experience: Agents can focus on customer needs rather than navigating queues.
• Flexibility: Supports both queue-based routing and direct-to-agent transfers depending on the scenario.

Use Case:

• When handling complex or specialized queries, agents often know exactly which colleague has the expertise to assist, direct transfer/consult avoids queue bottlenecks and ensures faster resolution.