In Avaya Workspaces, an agent can defer an email in an assigned state for a specified number of hours. For example, agents can defer emails for additional research and consultation.

A supervisor can defer emails if the agent is unavailable.

For example, a supervisor can take ownership of the deferred email, complete the email, and send it to the customer. In addition, the supervisor can view the list of emails that the agent deferred and transfer the emails to another service.