Problem Statement:

Agents currently appear available for Consult & Transfer even when they are already on a voice call. This leads to:

• Misrepresented presence in the consult pane.
• Failed transfer attempts.
• Skewed reporting metrics.
• Poor customer experience and agent frustration.

Proposed Solution:

Implementation of real-time presence validation in the Consult/Transfer window to exclude agents who are already engaged in a voice call.

Impact:

• Improves accuracy of agent availability.
• Reduces failed transfers and escalations.
• Enhances customer satisfaction and operational efficiency.