I have defined Chat transfers as such:
- Reassign - Allows agent to transfer to another skill group within the same account.
- Inter-Account - Used when there is a chat transfer, from one skill to another skill, located on a completely separate account. This is the only tab the operator needs to use when conducting an account-to-account transfer.
- Transfer - Allows agent to transfer to a specific operator, either within same assigned skill or to another skill residing on the same account. Never use Transfer without manager approval.
Whenever our Operators use "Transfer", it brings over the originating canned statements set from the old skill into the receiving Operator's set. These 2 operators may be on 2 different skills and setup to use 2 different sets of canned statements based on their visitor profile. This has been an ongoing issue. We have advised our chat operators to not use "Transfer", but they do accidentally every now and then. We need a systematic way of disabling the "Transfer" button.