Agents can transfer their own interactions, as long as the system is configured for the specific transfer type.
incoming and outgoing e-mails.
draft e-mails.
chat interactions.
Instant Message interactions. You can transfer these to a routing point but not to a queue.
Open Media interactions.
incoming and outgoing phone calls.
Note: Supervisors can transfer any agent's e-mail drafts.
Select from the following topics to learn how to transfer interactions: