Transferring a Customer Chat to a Different Queue

You can transfer a live chat back to the same queue or another queue 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 on the first agent 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.

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


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