Hi Jean,
This is a common complaint, and certainly one we had to work around when we implemented 8x8 VCC.
The way we have done it is to create a warm transfer channel for each of the queues where you would like to speak to an agent first before handing the customer's call over.
For example, if you had a complaints queue, you could create a channel with a DDI that was called "Complaints - Warm Transfer" which would then show in your 8x8 VCC directory for your agents to call.
After that, you could create a simple script linked to the channel that forwards to the complaints queue. You could extend the script to include schedules etc, but it's a good way to resolve your issue.
Hope that helps. :-)