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Transferring a Customer Chat to a Different Queue

If you wish to transfer an on going chat to another agent in the same queue or another queue, you can transfer in just a few clicks. During a chat, the Agent ConsoleVirtual Contact Center's browser-based graphical user interface (GUI) used by Agents to manage customer interactions. gives you the visibility to other chat queues. Simply select the queue and click Transfer. The chat terminates at your end and transfers to an agent available on the second queue.

To transfer a live chat:

  1. Inform the customer about the transfer.
  2. Click the Queues tab in the Control Panel. The Queues tab lists the chat queues available to accept the transferred interaction.
  3. Select the queue you want to transfer to and click Transfer.

    Note: If you wish to transfer to an unattended queue, you receive a warning about the non-availability of agents, or you may be blocked from transferring.

    The chat is transferred to the queue instantly and offered to the first available agent on this queue.


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