When a case is assigned to you, you can transfer the case to another queueagent or service. You might want to assign a case to another queue agent or service if you do not have the skills or the time to deal with the case for example.
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You can only transfer cases to another queue service if the feature is enabled for your account. At this time you cannot transfer a case to another agent or telephone number. |
To transfer the case to another queueagent or service, in ContactPad, click Transfer. In the A new dialog box that appears, click Interaction Queue. A list of named routes, which have service names, appearsappears displaying all agents and service names in alphabetical order. For information on service names, see Setting service name. In the Interaction Queue list, click the queue to transfer the case to. In the dialog box,
You can transfer a case to any agent but how soon they can handle the case depends on their status:
- Available now. The agent can handle the case immediately.
- Logged in. The agent can handle the case when they become available.
- Logged out. The agent cannot handle the case until they are next logged in.
For more information, see Extended agent presence (cases).
Perform one of the following steps:
To find the agent or service you want to transfer the case to, scroll down the list of agent and service names, using arrow keys or mouse. Press Return or click the name to select the appropriate name.
- In the Search field, to filter the list, type part or all of the name of the agent or service you want to transfer the case to. Use the arrow keys or mouse to scroll down the filtered list to the agent or service. Press Return or click the name to select the appropriate name.
Press Return or click Transfer to transfer the case.
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