Bulk transferring cases from the agent queue or the manager queue

If bulk transferring is configured for the application, then service managers can transfer multiple cases to a service group or agent. Open cases can be transferred to a single service group only if the routing manager has been configured to enable the action.

  1. Select Queues > Agent Queue or click Manager Queue.
  2. If you are using the Agent Queue, then click My Open Cases. If you are using the Manager Queue, then click Assigned Open Cases.
  3. Select the cases that you want to transfer.
  4. Click Transfer.
  5. Specify this information:
    Service Group
    Specify the service group to which the cases are transferred.
    Assigned To
    Specify the individual within the service group to which the cases are assigned.
    Reason
    Specify a reason for the transfer.
    Show To Employee
    Select this option to send a notification to the employees whose cases are transferred.
  6. Click Submit.