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Filtering of Transfer Queues

Overview​

NEONNOW avoids manual management of quick connects within Amazon Connect by dynamically creating queue and agent quick-connects.

This creates largely maintenance-free quick connects, however there is still sometimes a need to restrict queues from the 'transfer to queue' drop down.

Restricting Transfer Queues​

To dynamically show only certain queues for an interaction, set a contact attribute on the interaction: NEONNOW_AVAILABLE_TRANSFER_QUEUE_ARNS

This should be a comma-separated list of ARNs that the agent will be presented as valid Queue Transfer points.

Further information​

New Attribute can be:

  • Empty ('')
  • One queue ARN
  • Multiple queue ARNs, delimited by comma
  • Not passed at all (i.e. the key isn’t in attributes)

Behaviour:

  • If this attribute is not provided, all queues are shown
  • If this attribute is provided but the value is empty, should disable the transfer to queue button with a relevant tooltip
  • If this attribute is provided should filter the list of available queues by ARNs provided. Any invalid ARNs or ones that don’t match available queues should be ignored.
  • If all the provided ARNs are invalid/the available queue length is 0, we will still show the transfer button + modal, but with a disabled queue dropdown with placeholder text: There are no valid, available queues. There should be additional help text below the dropdown.
tip

You can use Operational Parameters to store the values of transfer queues. The 'Queue' type of operational parameters allows for multi-selects, which creates a comma-separated list.