I'm testing Unified Routing in an SDO (AWS). I've read this article about transfers.
https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_transfer_destination.htm&type=5
I can see the list of transfer destinations has changed and flows are no longer there. Only being able to transfer to queues and profiles seems limited. Transfer to queues seems redundant as the Unified Routing guide recommends using a single holding queue.
Without flows, how can you transfer and still make routing decisions to reskill?
Hello @David Stevens thank you for the response. However, it doesn't fully add up for me, because in AWS I have the ability to create different types of quick transfers, such as to a queue or a user. On the other hand, with Unified Routing and enabling a single contact flow, you can define the target dynamically within the flow, but the agent's input is not as flexible. In contrast, with Quick Connect, I see more flexibility on that side.
