How to Set Channel Sessions to Transfer Automatically
This article gives guidance to Rescue Administrators.
Reduce customer waiting time for channel-based sessions by automatically transferring waiting sessions to another channel. Set the amount of time to wait before initiating a transfer to the selected receiving channel. The actual transfer may take up to an additional 90 seconds to complete.
- On the Organization Tree, select the channel you want to work with.
- Select the Settings tab.
- Under Session management, go to Auto-transfer waiting sessions.
- Set the amount of time (in minutes) to wait before initiating a transfer to the selected receiving channel.
- Click Save changes.
Note: You cannot save this setting to all channels.
Results: From the technician perspective, the status of any automatically transferred session will be shown as Outgoing in the original channel queue and Incoming in the receiving queue.
Article last updated: 27 September, 2022