Strip skills from voice interactions on blind transfers by agents

Prerequisites

The following permissions:

  • Routing>Settings>Edit
  • Routing>Settings>All Permissions

As an administrator, you can configure voice interaction blind transfers so that the system removes all skills from agent requirements. When an agent makes a blind transfer to a different queue, the required agent skills are removed. The agent can then pick up the transferred interaction in the targeted queue, even if the second agent does not have the same skills as the previous agent. Stripping skills from the agent requirements prevents interactions from getting stuck and abandoned.

To remove skills from blind transfers:

  1. Click Admin.
  2. Under Account Settings, click Organization Settings.
  3. Click the Settings tab.
  4. Under Contact Center, enable Strip Skills on Blind Transfer.
  5. Click Save.
Note: The system always preserves the language skill.