Which feature allows users to transfer chats efficiently to different agents based on skillset?

The feature that facilitates the effective transfer of chats to different agents based on their specific skillsets is known as adaptive routing. This mechanism is designed to evaluate the needs of the customer chat and intelligently direct those chats to the most suitable agent based on their expertise and capabilities.

Adaptive routing enhances the customer experience by ensuring that inquiries are handled by agents who are best equipped to resolve them swiftly and accurately. For example, if a customer is seeking assistance with a technical issue, adaptive routing will identify agents with the necessary technical skills to effectively address the problem.

This feature is integral in improving response times and increasing customer satisfaction, as it reduces the likelihood of customers being transferred multiple times or having to explain their issue repeatedly. By focusing on skillsets, adaptive routing streamlines the support process, allowing for a more efficient allocation of resources within the service team.