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conversation is already assigned to an agent and agent is not available then how manager can assign those conversations to available agents.
Hi partner,
Hope you are well.
We can enable Supervisor Transfer feature for manager to transfer conversations from agent who is not available to another.
Please refer to this link: Omnichannel Supervisor Assigning and Transferring Chats to Agents - Carl de Souza
learn.microsoft.com/.../enable-monitor-assign-transfer-conv
Best Regards,
Sayen Zhang
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