tencent cloud


Session Transfer

Last updated: 2024-02-06 09:26:46
    In the process of an agent's interaction with a user, if the session needs to be transferred to another department or an agent for communication, the agent can transfer the call to a designated online customer service skill group or another agent. The agent can initiate a session transfer by clicking on the transfer icon at their workstation, as shown below.

    Transfer to Skill Group

    The agent can choose the skill group that needs to be transferred and click on Start Transfer. The agent can see whether there are any free agents in the targeted skill group before initiating the transfer.

    Transfer to Agent

    Click Transfer Seat, you can search for the seat you need to transfer to, select the target seat, and click Begin Transfer. The seat can view the status of the target seat before starting the transfer.
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