Managing agents cases

Transfer a case to another agent

Procedure

1. On the Agents cases dashboard, on the case you want to transfer, select the context menu and select Transfer case.
2. From the Transfer to list, select the agent you want to transfer it to and select TRANSFER.

Close a case

Procedure

1. On the Agents cases dashboard, on the case you want to transfer, select the context menu and select Close case.
2. From the Close reason list, select the one that applies, enter any More details, and then select SAVE.

Read more

• About the Agents cases dashboard