Transferring Sessions
Context
A session needs to be transferred to another agent.
Procedure
Click to transfer an ongoing session to another agent. A session can be transferred by skill queue (multimedia type) or by agent (multimedia agent). The transfer modes are release-after-transfer and blind transfer. During session transfer, agent states and accounts can be viewed.
Release-after-transfer: After an agent transfers a session, the agent releases the session only after the transferred-to agent answers the session. Otherwise, the system displays a message indicating that the transfer fails.
Blind transfer: After an agent transfers a session, the agent releases the session immediately, regardless of whether the transfer is successful.
: The agent is in a voice or video call.
: The agent is in an online chat.
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