|Bookshelf Home | Contents | Index | PDF|
In addition to transferring a work item to another call center agent, you can transfer an inappropriately routed work item to a route that can better handle the request. When you transfer a work item to another route, the selection criteria of the new route is bypassed and the work item is processed through the escalation steps as appropriate.
Transfer to route can also be used if an agent receives a work item because a more qualified agent was not available and the work item progressed through the escalation steps. In this case, if the work item could better be handled by a more qualified agent, the work item can be transferred back to the same route. However, if a more qualified agent is still not available, the work item could be reassigned to the transferring agent.
The Transfer to Route command is accessed by using the Blind Transfer button on the communications toolbar. This button is configured, by default, to transfer work items to a route, in addition to performing other blind transfer operations. Alternatively, administrators can create a separate button on the communications toolbar, or configure a communications menu command, by which agents can access the Transfer to Route function.
|Siebel Universal Queuing Administration Guide|