If you are configured to do so by your company administrator, you can either return an allocated item to the original queue, or transfer it to either another agent who is in your group(s) or another queue to which you are assigned.
This is useful if you are going on a long break or logging off.
Procedure #
Step 1:
To return an item that is allocated to you (in your inbox) to the queue:
a. Do one of the following:
- If the item is currently active, make it inactive by clicking:
- If the item is not currently active, select the item from the list in your inbox.
Note: You can only return an item to the queue if it is currently inactive (not in progress).
b. Click:
The item is removed from your inbox and returned to the queue.
Note: (Webchats only.) When you log out, any webchats that are active or allocated to you are returned automatically to the current chat queue.
Step 2:
To transfer an item to either another agent who is in your group(s) or another queue to which you are assigned:
a. Click:
The Transfer dialog is displayed.
b. Select the appropriate agent or queue and click OK.
The item is removed from your inbox.