Transfer interaction to agent only within same group

Sheryl Lyke2
Tera Guru

4 weeks ago

When on an interaction, an agent uses the Transfer to agent function but the list of available agents shows all online agents from all groups. They want it to only show online agents in the group that the interaction is assigned to. Is this possible?

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Tanushree Maiti
Mega Patron

3 weeks ago

Hi @Sheryl Lyke2 

 

The most effective way to keep interactions within a specific team is to transfer the interaction to the appropriate Queue rather than a specific agent. This allows AWA to re-route the item to the next available agent within that queue's associated assignment group.

TanushreeMaiti_0-1777189591613.png

 

Refer: https://www.servicenow.com/docs/r/conversational-interfaces/advanced-work-assignment/awa-overview.ht...

KB0868596 Working of Transfer to Agent & Transfer to Queue in Agent Chat (Workspace) 

Advanced Work Assignment (AWA) FAQs

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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Sheryl Lyke2
Tera Guru
In response to Tanushree Maiti

3 weeks ago

Thank you for your reply. However, they don't want it to go back into AWA, they want to transfer to a specific agent 

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