Talkdesk Omnichannel

Talkdesk Omnichannel Advanced Documentation

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Pick/Transfer Chats

Agents can select single or multiple chats from the queue and can either pick (or load) those chats into ‘My Chats’ or, transfer those chats to agents on the same team or to other teams sharing the same asset. The agents can also assign chats to another team’s queue.

To Pick/Transfer Chats, please follow these steps:

  1. Select the check-boxes for the required chats in the “Queue” panel.
  2. Click the Pick or Transfer button.

Transfer Chats

To transfer a chat, please follow these steps:

  1. Select the “User within the team” or “To another team's user/queue” option.

If you select “User within the team”, the following options will appear:

  1. Select “Individual Agent” or “Particular Skill” option.

If you select “Individual Agent”, the “Select Agent” drop-down list appears.

  1. Select an available "Live Agent".
  2. Click Assign.

If you select “Particular Skill”, the “Select Skill” drop-down appears.

  1. Select a skill from the drop-down list, and click Assign.

A success message appears on the screen.

If you decide to transfer to another team's user/queue, the “Select Team” drop-down list appears.

  1. Select the “Team” from the drop-down list.
  1. If you select Individual Agent, the “Select Agent” drop-down list appears. Select the agent from the drop-down list.
  2. Click Assign.

A success message appears on the screen.

If you select "Particular Skill", the “Select Skill” drop-down list appears.

  1. Select a skill and click Assign.

A success message appears on the screen.

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Note

When a chat is transferred to the agent who has exceeded the threshold or that is not accepting chats.

Updated 2 months ago

Pick/Transfer Chats


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