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To transfer the case to another agent or service, in ContactPad, click Transfer. A new dialog box appears displaying all agents and service names interaction plans in alphabetical order. For information on service names, see Setting service name.
You can transfer a case to any agent but how soon they can handle the case depends on their status:
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To find the agent or service you want to transfer the case to, scroll down the list of agent agents and service namesinteraction plans, 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.
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