Avaya NN44400-114 Following up on a contact, Transferring a contact within the contact center

E-mail

Following up on a contact

Follow up on a contact after you complete a contact but want to perform a follow-up action, for example, to transfer a contact to another agent.

Procedure steps

Step Action

1Click Follow-up.

The e-mail display control appears.

2Perform the necessary follow-up action on the contact.

--End--

Transferring a contact within the contact center

Transfer a contact to another skillset or to a specific agent within the Contact

Center.

When you transfer a contact to a skillset or agent, you also transfer ownership of the contact. The system automatically forwards the entire contact, including any attachments, to the new agent. You can also add new content to the contact.

Procedure steps

Step Action

1Click Transfer.

2Click the Skillset tab to assign the contact to any agent with a particular skillset, or click the Agent tab to assign the contact to a specific agent.

3Select the skillset or agent to which you want to transfer the contact.

4In the Agent Note box, type a brief note about the reason for the transfer.

5Click Transfer.

--End--

78 NN44400-114 Contact Center Agent Desktop 2 December 2010