Agent Experience Permissions for Transfer Menu Items

April 1, 2019

What is it?

Agents now require specific permissions to view Agents or Queues in their toolbar Transfer Menu.

  1. The AGENT EXPERIENCE TRANSFER MENU AGENTS VIEW permission enables the Agent List in an agent’s transfer menu. Users without this permission do not have the Agent list visible to them for a transfer.
  2. The AGENT EXPERIENCE TRANSFER MENU QUEUES VIEW permission enables the Queues list in an agent’s transfer menu. Users without this permission do not have the Queues list visible to them for a transfer.

These permissions do not impact Transfer Lists. If a Transfer List is assigned to an agent, they can view and select any contacts included within it.