Bulk transferring cases from agent queue reports

If bulk transferring is configured for the application, then agents can transfer multiple cases to a service group or agent. Cases an be bulk transferred from the My Cases report and the Unassigned Cases report. Each case is validated by the system to verify that it meets these criteria:
  • only open cases can be transferred
  • only cases that are eligible to be transferred to a single service group, based on routing manager configuration, can be transferred
  1. Click Agent Queue and select the My Cases report or the Unassigned Cases report.
  2. Select the cases that you want to transfer.
  3. Click Transfer Selected.
  4. Specify this information:
    Service Group
    The service group to which the cases are transferred.
    Assigned To
    The individual within the service group to which the cases are assigned.
  5. Click Transfer.