Transferring a case from the agent queue

  1. Click Queues.
  2. Click Agent Queue.
  3. Select a case and click Transfer.
  4. Specify this information:
    Service Group
    Specify a service group.
    Assign To
    To transfer the case to a specific agent within the service group, specify the agent. If you do not want to specify an agent, then leave this field empty
    Reason
    Specify a reason for the transfer.
    Show To Employee
    To make the reason available to the employee, specify Yes.
  5. Click Submit.