Transfer an email interaction routed by AWA or CCaaS to another agent or queue when the interaction needs to be handled by a different team or individual.

Before you begin

Role required: sn_customerservice_agent

About this task

• For AWA -routed interactions routed by AWA, only available agents and AWA queues appear in the transfer options. When transferring to a queue, AWA routing rules apply to assign the interaction to an eligible agent. When transferring to a specific agent, the interaction is directly assigned.
• For CCaaS-routed interactions, only queues and agents configured in the external queues section appear in the transfer options.
• The full email thread and interaction history are preserved on transfer.
• The transferring agent's capacity is released on transfer. The receiving agent's capacity is blocked on assignment.

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
2. Select the List icon ( ).
3. In the Interactions section, select My Interactions.
4. Open an email interaction routed by AWA or CCaaS.
5. Select Transfer email from the options.
6. In the Transfer Email window, select one of the following:
   • To transfer to a queue, select the Queues tab, search for the target queue, and select the arrow ( ) icon.
   • To transfer to an agent, select the Agents tab, search for the target agent, and select the arrow ( ) icon.

Result

• A message confirms the transfer (for example, This email has been transferred to Queue name).
• For interactions routed by AWA, the interaction is assigned to the target agent or routed to the target queue according to AWA routing rules.
• For CCaaS-routed interactions, the interaction record is updated in both CCaaS and the instance.
• The transferring agent's ownership and capacity are released. The receiving agent's capacity is blocked on assignment. Transfer details including source, target, and timestamp are logged in the Work Item table.