Administrator Drag and Drop Queue Handling

When a caller is waiting in an incoming queue, the administrator has the option to route the call in real-time to an available agent inside or outside the queue.

How it works

The call is simply dragged from the queue to an available agent, thereby transferring that call to the agent. This feature provides the functionality to fast track important callers through the queue to someone who is available to take their call.

In the example below, the Incoming call (in green) can be dragged down to ‘Jack’ who is available.

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