Difference between revisions of "5.19:Agent-guide/Tutorials/Cases/HowtoTransferanEmail"

Revision as of 20:24, 4 March 2024

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• 5.19 • 5.3 • 5.8

<translate>= How to Transfer an Email=

A transfer is sending an email to another resource within your contact center for further processing. As mentioned in the How to Change an Assigned Email Service section, the most likely reason you may need to transfer an email is when you are not sure how to process it.

New Email

To transfer the email:

Click Open to open the email
Click the Transfer button .
In the dialog window that appears, select the desired service, person, or team.
If you do not see the desired selection on the screen but you know its name, you can enter it in the Search field.
Click Transfer to confirm the assignment.


	Use the notes editor to include notes when transferring an email to reduce the need for the other agent to ask for clarification or context about the transferred email. Notes help the other agent see the reason for the transfer and better understand what action is required.

Transfer an Email

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-<translate>= How to Transfer an Email= <!--T:1-->
+<translate>= How to Transfer an Email=
-A transfer is sending an email to another resource within your contact center for further processing. As mentioned in the [[Agent-guide/HowtoChangeanAssignedEmailService|How to Change an Assigned Email Service]] section, the most likely reason you may need to transfer an email is when you are not sure how to process it. In this case, you can either transfer the email to another service queue, or to another agent, or to your supervisor.
+----
+A transfer is sending an email to another resource within your contact center for further processing. As mentioned in the [[Agent-guide/HowtoChangeanAssignedEmailService|How to Change an Assigned Email Service]] section, the most likely reason you may need to transfer an email is when you are not sure how to process it.
-== When You Know the Correct Service == <!--T:2-->
+{{Image650 | New Email.PNG | New Email}}
-If you receive an email that you are not qualified to handle, but you know what the correct service is, you can transfer this email to the correct service.
-<!--T:3-->
+To transfer the email:
-To transfer the email, follow these steps:
-<!--T:4-->
+# Click '''Open''' to open the email
-# In the Category selection menu, select the service category to which the email should be transferred.
 # Click the '''Transfer''' button [[File:Transfer-Button-50.png|26px]].
 # In the dialog window that appears, select the desired service, person, or team.
 # If you do not see the desired selection on the screen but you know its name, you can enter it in the '''Search''' field.
 # Click '''Transfer''' to confirm the assignment.
-<!--T:5-->
-The email will be removed from your desktop and will appear in the queue of the team that is qualified to handle the service that you selected.
-<!--T:6-->
-[[File:Category-Selector.png|thumb|800px|center|Email category selection menu]]
-== When You Do Not Know the Correct Service == <!--T:7-->
-If you do not know what the correct service is, you can transfer this email to your supervisor or another agent who may have this knowledge.
-<!--T:8-->
-To transfer the email to a supervisor or another agent, follow these steps:
-<!--T:9-->
-# Click the '''Transfer''' button (see the previous instructions).
-# In the dialog window that appears, select the desired person.
-# Click '''Transfer''' to confirm the assignment. The email will be removed from your desktop and appear on the desktop of the supervisor or agent to which you have transferred this email.
-<!--T:10-->
-When you transfer emails to other agents, consider providing some explanation using the notes editor. If you enter any notes, the other agents will see them and understand the reason the email is transferred to them.
+{{LightBulb | Use the notes editor to include notes when transferring an email to reduce the need for the other agent to ask for clarification or context about the transferred email. Notes help the other agent see the reason for the transfer and better understand what action is required.}}
+{{Image450 | Email Transfer.PNG | Transfer an Email}}
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