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            Track Transfer Status and Agent Availability

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            Track Transfer Status and Agent Availability

            You can monitor transfer routing details — including destination queue names and agent availability — and cancel transfer or conference requests directly from the transfer dialogue box.

            Required Editions

            View supported editions.

            The updated transfer pages provide complete visibility into the routing process, ensuring you know exactly where a conversation is headed:

            • The page explicitly displays the name of the specific routing destination queue during transfers and conference invitations.
            • The page shows the total number of available agents currently in the destination queue, helping you gauge wait times.

            Conference calls require explicit acceptance — if no agent in the queue accepts the invitation, the requester remains on the loading page until the session times out. Call transfers don't require acceptance. Once an agent initiates a transfer, the loading page disappears within seconds and the call waits in the queue.

            Cancel a Transfer Request

            If a transfer or conference invitation is no longer needed, users can stop the routing process without waiting for it to time out.

            • Cancel the request directly from the transfer dialogue box.
            • If a cancellation request fails, a clear error message will appear in the dialogue box to guide you on the next steps.

            The new display panel for sending conference invitations.The new display panel when transferring to a queue.new display panel when a transfer isn't cancelled

             
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            Salesforce Help | Article