---
schema_version: "1"
id: 45b5eedaa6f6a5cff1069ddc99f328d18ae5b9759b4d8a24bd90c959993f3a65
title: Make Smarter Transfer and Conference Decisions with Queue and Agent Details
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_csi_transfer_with_queue_and_agent_details.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_csi_transfer_with_queue_and_agent_details.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: deb5424bb473dd7dbcb116ae1d2cbae82615cf9c7d07e4012c2b222e4220b64b
description: Make more informed transfer and conference decisions with queue and agent details screens. Before completing a transfer or starting a conference, customer service reps can now review the selected queue's average wait time, current queue position, and number of available reps. They can also check an agent's current workload and presence status.
products:
  - Cross Cloud
release: "264"
---
# Make Smarter Transfer and Conference Decisions with Queue and Agent Details

Make more informed transfer and conference decisions with queue and agent details screens. Before completing a transfer or starting a conference, customer service reps can now review the selected queue's average wait time, current queue position, and number of available reps. They can also check an agent's current workload and presence status.

**Where:** This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions.

**Why:** Previously, reps had to commit to a transfer without knowing whether someone was available or how long the customer might wait. This review step lets reps confirm queue conditions and agent availability, go back to choose another destination, or continue when the timing is right. Reps avoid handing a conversation to a queue that's already backed up or an agent who's already swamped, which cuts down on repeat transfers and gets customers to the right person faster.

**How:** When transferring a conversation or starting a conference, select a queue or an agent and click **Next**. Review the queue details, including average wait time, queue position, and number of available reps, or the agent details, including current workload and presence status. If conditions aren't ideal, go back and select a different queue or agent. When you're ready, click **Transfer** to complete the action.

![The new queue details screen.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-264-0-0-production-enus/550ba85b-db1a-4608-9cd4-9a65ec96e1fa/salesforce_release_notes/images/rn_csi_queue_agent_details_screen.png)