Transfer a Chat

If you cannot resolve a customer query and want to escalate the chat session to a different agent or supervisor, you can transfer the chat. The current transfer is blind transfer, where once you transfer you cannot track the chat. You can transfer the chat to an agent within your queue or to another active queue.

You can also transfer the chat to another queue. When you choose to transfer the chat to another queue, you can see all the queues in your enterprise.

To transfer an active chat session to another agent or a queue:

Procedure

Step 1

Click Transfer.

The Transfer Request dialog box appears.

Step 2

Do one of the following:

Select the Agent radio button to transfer the chat to an agent.

Note

You can only transfer to agents who are currently available in your team. If the agent does not accept the chat request, the chat ends and the customer sees a message that the agent has left the chat.

The agent should accept the transfer request within the RONA timeout setting. Else the system ends the chat, and the customer sees a message that the agent has left the chat.

Select the Queue drop-down to transfer the chat to another queue.
You can hover the mouse over a queue name to view the description of the queue.
When you choose to transfer the chat to another queue, you can see all the queues in your enterprise.

Step 3

Click Transfer.

The WRAP UP page appears in your window. The customer sees a message that the original agent has left the chat and a new agent has joined the chat.

Step 4

From the Select Wrap Up drop-down, select the reason for ending the conversation.

When you select the reason, the conversation ends.