Overview
The Transfer to Queue panel routes a caller to a designated agent queue within your Sharpen environment. It is the standard way to hand a caller off to a live agent from within a Logic+ flow and supports skill-based matching and priority scoring to ensure callers are connected to the most appropriate available agent.
Before You Begin
Before configuring this panel, make sure the queue you want to route to has already been set up in Admin → Configuration → Sharpen Q. If you plan to use skill-based routing, review the skills configured under Admin → Configuration → Q Skills as well.
Example Use Case
A Logic+ flow guides callers through an IVR menu. A caller selects the option for billing support, which routes them through a Switch panel that identifies their account tier. Based on that result, the Transfer to Queue panel routes standard account holders to the general billing queue, while premium account holders are routed to a priority billing queue with a higher priority score, ensuring they are connected faster and to agents with the appropriate skills.
Properties
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Name
Enter a unique, descriptive name to identify the panel.
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Description
Enter any notes about the panel for reference. This field is collapsed by default; select the down arrow to expand it.
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Initiates Flow
Designates this panel as the starting point of the Logic flow. When selected, this panel will be the first to execute when the flow is triggered. This can only be removed by setting a different panel as the flow initiator.
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Redact Data in Logging
Disables data logging for this panel to support data redaction requirements. This feature is available upon request and is subject to change.
Fields
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Queue
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Select or specify the destination queue where the caller should be directed.
Use Dropdown: Choose from the available queues configured in Admin → Configuration → Sharpen Q.
Use Variable: Reference a variable containing the queue's extension number to enable dynamic routing. To find a queue's extension number, navigate to Admin → Configuration → Sharpen Q, select the desired queue, and refer to the Extension field.
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Skills
Specify one or more skills to apply to the interaction. Skills are used to match the incoming caller with an agent who possesses all or most of the selected skill tags. This field is not a fixed dropdown; you can enter any skill configured under Admin → Configuration → Q Skills, as well as additional skills not listed there.
For more information on how skills work, see the Q Skills article.
Important: Array Format
This field expects an array of string values. Even if you are only providing a single value, it must be enclosed in square brackets ([]) and quotes (").
Correct Examples
Single variable value:
Multiple static values:
Combination of variables and static values:
Common Mistake
Providing a single value without array notation:
This will result in an error similar to:
When providing values in an array, always use square brackets ([]), even if only a single value is being supplied. Additionally, each value must be enclosed in quotation marks (").Always use square brackets ([]) to indicate an array, even when only one value is being provided.
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Priority
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Assign a priority score to the interaction. Higher priority interactions are given precedence within the queue, allowing you to ensure urgent or high-value callers are connected to an agent sooner.
Use Number: Specify a fixed numerical priority value.
Use Variable: Reference a variable containing a dynamic numerical value for flexible prioritization.
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Exits
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Error
The path taken if an error occurs and the transfer cannot be completed.
Related Articles
Sharpen Q Admin [internal Confluence reference, not migrated in this run]
This article is part of a series on Admin Configuration topics.