Allow Supervisors to Manually Accept Chats in Queue - Ideas - Salesforce Trailblazer Community
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Allow Supervisors to Manually Accept Chats in Queue


As a user viewing Omni Supervisor monitoring the queue backlog of Live Chats there are often chats in queue waiting for an agent that happen to be in the wrong queue. We need the ability to manually accept that chat using Omni Supervisor to transfer the chat to the proper queue/skill/agent. This will increase agent productivity, and customer satisfaction. 

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