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Transfer from Agent to Agent

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Posted on by ffas

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Hi there,

We have Power Virtual Agent connected with Omnichannel for Dynamics 365 Customer Service and according to the tutorials, is possible to transfer a conversation between Agents.

I have been looking the platform rom top to bottom and testing all the options and till now the only transfer that can be done is sending the conversation back to the "queue" as is not possible to choose the Agent directly.

I would like help to find out how can I transfer a chat from Agent to Agent on Dynamics 365 Customer Service please.

Kind regards,

Fernando

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ffas 157 on at

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RE: Transfer from Agent to Agent

Hi @Steve,

Thanks for your reply, but that is exactly not what I meant when questioning.

Your reply is showing me the Assignment from the Supervisor to the Agents.

My question is about Agent to Agent.

All my set up is exactly how it is on the post link you sent over.

So, how to transfer Agent to Agent and not send the conversation back to the queue as it is at the moment?

Cheers,

Fernando
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Community Member Microsoft Employee on at

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RE: Transfer from Agent to Agent

Hi ffas,

Please check this blog:

Omnichannel Supervisor Assigning and Transferring Chats to Agents - Carl de Souza