Reassign or Reroute an Interaction

You can reroute an interaction, move it to another queue, or assign it to a different agent.

You must be a service administrator or a service manager to do this task. Before you begin, consider these points:

• You can manually assign an interaction to an agent regardless of that agent's current capacity. But if the interaction is in real-time, the agent can decline it.

• The agents listed in the Assign To drop-down list include offline agents. So, before you reassign a real-time interaction, make sure the agent is present and available.

• For example, you have an assignment rule that reassigns all critical assignments to queue N and you reroute a critical interaction. The application automatically assigns the interaction to queue N. And remember, rerouting implies two actions: queue assignment or reassignment and Omnichannel routing, distribution, or assignment to an agent (which may occur immediately depending especially on resource availability and capacity).

Note: If the interaction or work item is already assigned to a queue, it can potentially be removed from the queue if the latest queue assignment rules would cause it to be assigned to another queue. It can also be assigned to the default queue.

1. Click Navigator > Queues.

2. In the Queues page, click the row for the queue that has the interaction you want to change.

3. Select an interaction from the Interactions table.

4. To move the interaction to another queue:

   1. Select a queue in the Move To drop-down list.

   2. Click Move.

      The interaction is moved to another queue.

5. To manually assign the interaction to a specific agent:

   1. Select an agent from the Assign To drop-down list.

   2. Click Assign.

6. To reroute the interaction, click Reroute.

   The Wait Time value for the interaction is reset. See the creation date and time to determine the overall age of the interaction.