Infor HR Case Management

HR service representatives can add agents to chat

Service representatives can now add eligible agents to a chat conversation. The service representative, the agent, and the employee can participate in the chat. The agent that is added must be chat-enabled in the service group that is assigned to the chat topic..

To add an agent to a chat, a service representative clicks the Add Agent button in the chat.

No configuration is required.

Chat transfer

Service representatives can transfer a chat to another eligible service representative for additional or different service.

No configuration is required.