Master Page

Transferring Activities

Activities can be transferred to users, queues, or departments. Before transferring activities, you can check the number of emails in a queue. For chat activities, the customer wait time for a queue is also displayed in the Transfer Activities window.

You can check if users are logged in and available to handle emails and tasks; you also see the number of emails and tasks that are assigned to each user. Users whose accounts have been disabled by the administrator are not listed in the list of users to whom you can transfer activities.

While transferring activities, you can change their priority and add notes to them. When an activity is transferred from one user to another, the owner of the case does not change.

When an email activity is transferred from one department to another, the From email address of the outgoing email for that activity can be modified either by the system or the agent. This is configured by the administrator using the department level setting Mail - Set From email address for email activities transferred between departments.

Important things to note about Transferring activities

  • You can transfer activities only if the Transfer Activities action is assigned to you.

  • You can transfer activities to queues and users for which you have transfer permissions.

  • A chat activity cannot be transferred if a conference is in progress.

  • Only the queues of the departments which holds users with the necessary transfer permissions are displayed.

  • To transfer email activities to another department, an active Transfer workflow must be present in the desired department.

  • If a transfer note is required, the activity cannot be transferred until one is created.

  • To transfer a video chat to another department, the target department's default chat queue must have Video Chat enabled.

  • Social activities cannot be transferred to other departments.

  • If eGain bots or third party bots are configured for the system, then the chat activities that are escalated to an agent can be transferred back to the bot if required.

To transfer an activity:

  1. In the Inbox, select the activity you want to transfer.

  2. In the Reply pane or Inbox toolbar, click the More button.

  3. From the More dropdown, click the Transfer button. The Transfer Activities window opens.

  4. In the Transfer Activities windows, set the following:      

    • In the Transfer To field, from the dropdown list, select user, queue, or department.

    • From the list of users, queues, or departments, select the one to which you want to transfer the activity. In the Transfer Activities window, the queue from which the activity was assigned to you is tagged with the text Original and is displayed at the top of the list.

    • In the Reason for transfer field, select the reason for transferring a chat activity. This option is applicable only for chat activities. If the transfer code has been configured as a required field, the Transfer button is enabled only after you select a transfer code.

    Before transferring the activity you can change the priority of the activity.

    • Select the Change the priority of these activities option to change the priority of the activity, and from the dropdown list select the priority of the activity. You can assign a priority from 1-7, where 1 is the highest priority and 7 is the lowest priority. This option is not applicable to Chat activities.

    • Select the Transfer pinned activities option to unpin the activity before transferring it. This option is enabled, only when you are transferring a pinned activity. This option is not applicable to Chat activities.

    • Select the Allow these activities to be re-assigned to me by the system option, if you want the activity to be re-assigned to you by the system. This option is not applicable to Chat activities. 

      The default behavior of this checkbox is determined by the 'Allow Activity to be Reassigned to Agent by Default' department setting. The checkbox could be unchecked and modifiable, checked and modifiable, or checked and cannot be modified. 

  5. In the Notes section, add any additional information related to the activity or the transfer.

  6. Click the Transfer button to transfer the activity.

    transfer activities

To transfer a chat activity back to the bot:

  1. In the Inbox, select the activity you want to transfer.

  2. In the Chat pane or Inbox toolbar, click the More button.

  3. From the More dropdown, click the Transfer button. The Transfer Activities window opens.

  4. In the Transfer Activities windows, set the following:

    1. In the Transfer To field, from the dropdown list, select the Bot option.

    2. From the list f bots,  select the desired bot.

    3. Click the Transfer button.

    4. After clicking the Transfer button, if intent is configured for the bot, agents can also select the intent for the selected bot and click the Transfer button again.

Related Topics