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CS PegaCall - Transfer Call with Interaction too much complicated
We have recently migrated our CS application from Pega 7 to Pega 8 and we have noticed that the "Warm Transfer with work object" functionality was changed a lot.
In particular the CSR should perform much more clicks than in Pega 7, where they were able to transfer both the interaction and the call at the same time with a unique button.
Is there any future plan to reintroduce this feature or to simplify the entire process to transfer both the interaction and the call at the same time?
***Edited by Moderator: Pooja Gadige to change content format from Discussion to Question, add capability tag***
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Posted: 1 year ago
PEGA
Pegasystems Inc.
IN
@AleMax225 Thanks for the feedback, we are in the process of analyzing the existing flow with old one and don't have any plan in the current 8.9 release, but we will explore further to make it better in the upcoming releases.