When a human agent wants to transfer to another human agent e.g. John Smith, he may see more than one John Smith in the list.

Especially for bigger companies, he might end up with dozens of 'John Smith's with no clue which one of them after scrolling is e.g. the product expert he wants to transfer to.

Therefore, it would be interesting to have the Department, or Business Unit, or Job Title, be visible. Even add a search by email address or company internal number (on the user record?) to avoid to transfer the customer to John Smith Marketing Director or John Smith Legal Representative but to John Smith xyz Product Expert.

This could be a use case on other ends of the Contact Center product too. Each time when to select to transfer to another human agent, to be able to pick the right one among the suggested options with the very same names. Would make it a better fit for larger companies.