Use skills to find the right agents for a consult
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | - | 
Apr 12, 2024 |
Business value
Organizations can provide optimal and faster service to customers by allowing agents to search for other agents to consult with based on their skills, ensuring they consult with or transfer calls to the best-suited agent.
Feature details
During a conversation, when agents need to consult with other agents, they can now specify skills, such as language, product knowledge, and proficiency to find suitable agents with the right expertise using the skills-based search. The system then displays agents who match the requirement, showing agent's name, presence, and the skills that match. After the consultation, agents have the option to transfer the conversation to the consulted agent.
The redesigned UI for transfer and consult with skill-based filtering provides agents with a seamless experience.
See also
Use consult to collaborate with other agents or supervisors (docs)