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Email Engagement transfer

RonniePaton
Zoom Partner
Zoom Partner

‎2025-03-05 08:05 AM

After an email engagement comes into the ZCC and assigned to an agent, is there a way for the agent to transfer the engagement to another agent that is currently in a not ready status i.e. on a call, in a zoom meeting, offline, etc

Can transfer if the agent is in a ready state, but if the agent is in the not ready they are greyed out and can't be selected. the policy on the queue is set to transfer to all agents and queues 

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