We have a scenario where a call comes into a queue, and the queue is set to require a transaction code. If the call is transferred to an agent who is not a member of the queue, that receiving agent is then required to choose a transaction code. The problem is that the agents who are receiving these transfers don't know what code to choose. We tried making the transaction code optional, but that resulted in higher numbers of calls not being categorized.
Is there a way to force the agent in the first queue to choose a transaction code prior to completing the transfer? Are there any other solutions?
Thanks in advance!