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Transferring an Email to a Different Queue

After accepting an email, you may want to transfer it back to the same queue or another queue to be handled by better skilled agents or to tend to historical handling. Once you accept an email, you can transfer it during the post processing of an email interaction.

Figure 41: Transfer email to a different queue

To transfer a new email interaction to a different queue:

  1. Accept an email interaction offered.
  2. During post processing time out interval, navigate to the Queues tab in the Control Panel.
  3. Select the queue to transfer the email interaction 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 email processing ends on the agent's end and is presented to another agent available in the transferred queue.

    Note: You must transfer before the post processing interval lapses.

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