Feature Overview

Enable Omnichannel administrators to configure which destination queues are available for transfer from a given source queue in the Omnichannel agent experience, independent of agent queue membership.

Agents may transfer conversations only to queues explicitly allowed by administrator configuration, regardless of whether the agent is assigned to the destination queue.

Business Objective

• Provide administrators with explicit control over cross‑queue transfer behavior
• Ensure transfers follow business‑approved queue‑to‑queue paths
• Decouple transfer eligibility from agent queue membership
• Prevent incorrect or unsupported transfers while enabling approved operational flows
• Create a consistent, predictable transfer experience across all agents handling conversations in the same queue

Roles

Omnichannel Administrator

• Configures queues and Omnichannel routing
• Defines allowed transfer destinations per queue
• Manages the Omnichannel agent experience configuration

Omnichannel Agent

• Uses the Omnichannel agent experience to handle active conversations
• Initiates consult or transfer actions during conversations

Functional Requirements

FR‑1: Queue‑Based Transfer Configuration

• The system must support administrator configuration of allowed transfer destinations per source queue.
• For each queue, an administrator must be able to define a list of queues that conversations from that queue can be transferred to.
• This configuration must not be derived from agent queue membership.

FR‑2: Queue Visibility in Agent Experience

• When an agent initiates a consult or transfer:
• The system must display only the queues allowed for transfer from the conversation’s current queue, as defined by administrator configuration.
• Queues that are not configured as allowed destinations must not appear in:
• Transfer destination lists
• Consult destination lists
• Queue search results within the agent experience

FR‑3: Transfer Eligibility Enforcement

• The system must validate transfer eligibility at runtime based on the configured source‑to‑destination queue mapping.
• If a transfer is attempted to a queue that is not configured as an allowed destination:
• The transfer must be blocked
• The conversation must remain assigned to the current agent
• Enforcement must apply consistently to all agents handling conversations in the same source queue.

FR‑4: Independence from Agent Queue Assignment

• An agent does not need to be assigned to the destination queue in order to transfer a conversation to that queue.
• Transfer eligibility is determined solely by administrator configuration, not by:
• Agent queue membership
• Agent skills
• Agent capacity configuration

FR‑5: Dynamic Configuration Updates

• Changes to allowed transfer destinations must take effect without requiring agent re‑provisioning.
• New agent sessions must reflect the latest queue transfer configuration.
• Active conversations must respect updated configuration for subsequent transfer actions.

Non‑Functional Requirements

NFR‑1: Security and Governance

• Transfer configuration must be manageable only by users with Omnichannel administrative permissions.
• Agents must not be able to bypass transfer restrictions through:
• Direct URLs
• Cached UI state
• APIs or unsupported client actions

NFR‑2: Performance

• Evaluation of allowed transfer destinations must not introduce noticeable latency in the consult or transfer workflow.

NFR‑3: Agent Experience

• Agents should only see relevant and approved queues, reducing confusion and selection errors.
• The experience should feel configuration‑driven, with disallowed queues simply not appearing.

Acceptance Criteria

1) Given a conversation is assigned to Queue A

And the administrator configured Queue A to allow transfers only to Queue B and Queue C

When an agent initiates a transfer

Then only Queue B and Queue C are available as destinations

2) Given an agent is not assigned to Queue B

When Queue B is configured as an allowed destination from Queue A

Then the agent can successfully transfer the conversation to Queue B

3) Given Queue D is not configured as an allowed destination from Queue A

When an agent attempts to transfer to Queue D

Then the system prevents the transfer

Assumptions and Dependencies

• Conversations are associated with a single active queue in Omnichannel routing
• Transfers and consults are executed through standard Omnichannel services
• Queue configuration is managed through Dynamics 365 Contact Center administration