Transferring chats

Chat sessions can be transferred to other destinations within a contact center. For example, agents in the Support queue receiving enquiries about a product invoice can transfer these interactions to the Sales queue.

Agents transfer chat sessions to other agents and to queues. To receive transfers, devices must be enabled to handle the interaction’s media type.

Agents who are logged out, in DND, Offline (WEB), or whose presence is unknown cannot receive transferred chats. Agents who are either in Busy/Make Busy or at their chat Workload limit can receive transferred chats.

Note:

You may transfer interactions only if you have the appropriate permissions.

To transfer a chat (DESKTOP)
  1. In the Folders pane, click Inbox.
  2. In the List pane, select a chat and, in the Action bar, click Reply.
  3. In the Action bar, click Transfer.
  4. Select an agent or a queue.
    Note:

    You can search for a transfer destination by typing the name of an agent or queue in the Search field.

  5. Click Transfer.
To transfer a chat (WEB)
  1. Click Inbox and select a chat or hover over the item avatar and click Accept.

    To transfer directly from the queue, click Queue.

    To transfer from the Cases page, under Interactions tab, select the inqueue or inbox chat and click Goto icon. The Queues page is displayed. You can now transfer the chat from the Queues page.

  2. Select the chat or hover over the item avatar and click Transfer icon.
    Note:

    Optionally you can select multiple interactions from the Queues page and click Transfer. The Transfer window is displayed. The list of available Employees and Queues are displayed in the Results section.

  3. To transfer to an agent, in the Transfer window click Employees, select an employee from the list.
  4. To transfer to a queue, in the Transfer window click Queues and select a queue from the list.
  5. To transfer the chat, select the name of the appropriate person or queue.
Parent topic: Handling chats in Ignite
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