When a case is assigned to you, you can transfer the case to another queue. You might want to assign a case to another queue 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 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 queue, in ContactPad, click Transfer. In the dialog box that appears, click Interaction Queue. A list of named routes, which have service names, appears. 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, click Transfer to transfer the case.
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