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• 5.19

Transferring a Remote Assist Session to Another Agent

When you are on a Remote Assist (RA) session with a customer, you may need to invite a supervisor or another agent to take control of the session.

1. Once both you and your customer have logged into a RA session (either chat or voice), you may invite a second agent to your interaction with the customer.
2. Once the other agent has accepted, you can then drop out by choosing the Leave Session button and then end your customer interaction as you would normally. The Remote Assist session will be transferred along with the screen.
3. In the case of a blind transfer via queue, the RA session will temporarily continue with no agent present. The session is not terminated, so long as the client remains in the RA session and waiting for an agent in the queue.

Note: A RA session can be transferred during either voice and chat interactions.

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