Transfer interactions

Avaya Workspaces supports the Transfer feature. With this feature, an agent can transfer an active interaction to the interaction area of another agent. In addition, you can transfer interactions for voice and digital channels.

Transfer to service

In Avaya Workspaces, an agent can transfer an interaction to a predefined service that you configure in Avaya Control Manager.

Avaya Workspaces provides a Transfer to Service list when an agent starts working on a work card. The list contains all the available services where the agent can transfer the interaction. By default, Avaya Workspaces retrieves the list from Avaya Oceana®.

This feature applies to agents and supervisors for all channels except the Outbound channel.

Transfer to supervisor

In Avaya Workspaces, an agent can transfer the interaction to a supervisor. While working on an active interaction, an agent can click the Transfer icon and select the name of the supervisor from the list to transfer the interaction to a supervisor.

The list displays the team supervisor at the beginning of the team list.

This feature applies to agents and supervisors for the voice channel.

Transfer to user

Avaya Workspaces supports the transfer of any digital channel to another agent or a supervisor in a single-step transfer using the Transfer to user option. The agent or supervisor can pass incoming work to a different agent or supervisor. However, the agent or the supervisor must be within the contact center and qualified to address an incoming customer query.