Direct engineer transfer in Salesforce Omni using Omni-Channel) allows agents to move active chats directly to another specific agent or a queue. But Direct engineer transfers cause the Agent Works object to "break," meaning the routing taxonomy or queue ID is not passed to the newly created agent work after the transfer. As a result, these chats do not get mapped to the intended queue. This causes a significant percentage of chat interactions to be misattributed, negatively impacting:

Forecasting accuracy

Scheduling and staffing

Reporting