Transfer Chat to another queue

On the Chat Window ribbon bar - the Transfer drop down menu allows you to transfer the chat to another operator or another department. You can also select All operators.

If Skills-Based chat routing is being used you can also reassign the skills assigned to the chat.

Steve

You can't assign it to another site, but if you set up your chat where the operators share a site, but you turn off their ability for them to see / accept chats for other skill groups, you can use the skill groups to manage the assignment to the different queues.

Daniel

You would not need to set up another site to do this. If you allowed all operators to monitor both sites, but then set up skill groups (in the users tab) called "IT" and "FM", and assigned each operator to a skill group, you can set up a chat routing rule so that the chats for each site are directed to the correct skill group.

To do this, go to "Chat Routing" inside "Site Properties" for the "IT" site. Assuming you have set up a skill group called "IT", you can add a rule here that says If... [No Condition] Then assign to skill... [IT]. Repeat that for your other site.

Now, your two operator groups will continue to receive the correct chats, but you can now transfer chats between the groups.

 

I tried the suggested solution and it didn't work for me.  I have it configured that the chats for facilties coming in from the facilities queue are assigned the skill set of facilities.  I added the facilities queue to one of the IT analysts monitored sites but made sure they did not have the facilities skill set ticked.  Unfortunately they were still able to see the chats coming into the facilities queue even though they didn't have the skill set.

 

Suggestions please?

 

 

It would be more useful to me if a future release could allow me to move chats between sites.