When a conversation is assigned to an agent, prior to them accepting it in the agent experience using the accept button on the notification, the supervisor is already able to transfer the conversation.

If a supervisor transfers the conversation once it has been assigned to an agent, but prior to that agent accepting the work item, the work item / conversation is presented to the agent it has been transferred to, but it continues to be presented to the first agent.

A better experience would be that if a conversation gets transferred to a different agent prior to it being accepted by the first agent, remove the notification from the first agent and only present it to the new agent it has been transferred to.

Whilst the conversation isn't accepted by the agent is has been transferred to, if the first assigned agent accepts the conversation, they are able to interact with the customer. From a supervisors perspective, they think that have transferred the conversation however the first agent is still able to converse with the customer. This should ideally not happen.

Happy to discuss this idea,

Thank you,

Lewis Baybutt - Microsoft Business Applications MVP