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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | - | 
Apr 12, 2024 |
Business value
Organizations give customers the best service when agents can search for other agents to consult with based on their skills. This capability ensures that agents consult with or transfer calls to the best-suited agent.
Feature details
During a conversation, when agents need to consult with other agents, they can now specify skills such as language, product knowledge, and proficiency to find suitable agents with the right expertise using the skills-based search. The system then displays agents who match the requirement, showing the agent's name, presence, and the skills that match. After the consultation, agents can transfer the conversation to the consulted agent.
The redesigned UI for transfer and consult with skill-based filtering gives agents a seamless experience.
Geographic areas
Visit the Explore Feature Geography report for Microsoft Azure areas where this feature is planned or available.
Language availability
Visit the Explore Feature Language report for information on this feature's availability.
Additional resources
Use consult to collaborate with other agents or supervisors (docs)