Agent Not Able To Transfer a Chat to Another Queue
(Doc ID 2993083.1)
Last updated on DECEMBER 13, 2023
Applies to:
Oracle Fusion B2B Service Cloud Service - Version 11.13.22.07.0 and laterInformation in this document applies to any platform.
Symptoms
On : 11.13.22.07.0 version, Chat
The agent that receives a chat request is unable to transfer it to another queue. No queue appears in the list.
The documentation (https://docs.oracle.com/en/cloud/saas/fusion-service/fauec/transfer-a-chat-to-a-queue.html#s20069595) says that:
"The Transfer drop-down list displays a list of automatic push queues where agents are signed in and have the capacity to take on additional work."
So, according to the documentation, if any queue has agents available to receive chat requests, it should appear in the list. The customer has multiple agents available in multiple queues. Also, in Setup and Maintenance, in "Manage Chat Profile Options" task, the "SVC_CHAT_TRANSFER_TO_QUEUE_ENABLED" option is set as "Yes".
Cause
To view full details, sign in with your My Oracle Support account. |
|
Don't have a My Oracle Support account? Click to get started! |
In this Document
| Symptoms |
| Cause |
| Solution |
| References |