As an agent, you can transfer interactions to another contact center agent or a supervisor through a queue. Transfer to a queue is a single-step transfer.

You can use the Transfer to Queue feature in the following cases:

• The interaction came to you by mistake.

• You cannot help the customer, and you must send the interaction to another expert.

Avaya Workspaces supports the Transfer to Queue feature for the Voice, Chat, Email, and Chat and Messaging channels.

Avaya Workspaces supports the Transfer feature for inbound calls with Avaya Experience Platform™ (On-Prem + Connect).