Resolve or route
The agent finishes what it is allowed to finish and transfers the rest.
Use case
Order status, account questions, and simple changes finish on the agent. Everything else arrives with context.
The agent finishes what it is allowed to finish and transfers the rest.
Lookups and updates happen through tools, mid-conversation.
QA and coaching read every call, not a random sample.
Routine callers are not queued behind the one hard case that needs a specialist.
Policy lives in the knowledge base and the flow, so Tuesday sounds like Thursday.
The transfer includes what was already checked, so the human does not start over.
Start with one queue. Hear it on a test call before a customer does.