Transferring a case to another agent or service in Unite

When a case is assigned to you, you can transfer the case to another agent or service. You might want to assign a case to another agent or service if you do not have the skills or the time to deal with the case for example.

To transfer the case to another agent or service, in ContactPad, click Transfer. A new dialog box appears displaying all agents and interaction plans in alphabetical order.

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) in Unite.

Perform one of the following steps:

• To find the agent or service you want to transfer the case to, scroll down the list of agents and interaction 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.

Press Return or click Transfer to transfer the case.