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A WxCC Consult interaction should be able to contain a Blind Transfer Activity

When an agent does a Consult to an Entry Point DN and gets put on a queue, if the receiving flow has logic to transfer the call out (via a blind transfer o via a capacity-based team activity) due to agents not being available on the consulted queue, call fails to be transferred. WxCC documentation states this scenario is unsupported. However it is a critical feature in many escalation team environments.

  • Elizabeth Sugar
  • Aug 3 2023
Contact Center
  • Jon Snipes commented
    August 04, 2023 21:48

    This should be addressed immediately because there is no work around. Agent's cannot be trained to know what flows contain transfers at any point and to avoid those. It's just waiting for calls to be dropped and bad CSAT. If something has such a negative impact as "dropping a call" it should either be resolved or somehow prevented from ever happening

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