Redirecting voice interactions to specific agents

You can transfer voice interactions in queue directly to agents who are available or in Make Busy/Overloaded states. Agents in Do Not Disturb cannot receive transferred interactions and will not appear in the list of available agents.

To redirect voice interactions to agents
  1. In the Queued media grid, right-click the row of the interaction you want to redirect and click Send to > Agent.

    A list of available agents who can handle the voice interaction displays.

    Note:

    You can use the search button to locate a specific agent, either by name or reporting number.

  2. Click the name of the agent to which you want to send the interaction.
  3. Click OK.
Parent topic: Redirecting calls