Overview
A Queue transfer sends an active interaction to a different queue when the customer needs to be rerouted, but you do not have a specific agent in mind. This is the right option when a customer has been routed to the wrong queue for their interaction type or the subject of their request.
To initiate a Queue transfer, click the Transfer button in the upper-left corner of the Interaction Window, then navigate to the Queues tab. Search for or scroll to the destination queue, then choose one of the two transfer methods below.
Queue transfers support two methods: a Consult transfer (warm) that connects you with the receiving agent before the customer is handed off, and a Blind transfer (cold) that immediately routes the customer to the new queue. Consult transfers are recommended when the receiving team needs context about the interaction before taking it over.
Consult Transfer
A consult transfer lets you speak with the receiving agent before the customer is handed off—similar to a warm transfer between agents. This is ideal when you want to brief the next agent on the situation before the customer is connected.
After initiating a consult transfer, you will remain on the interaction while waiting for an agent to be assigned in the destination queue. During this time you will be unavailable to take new interactions.
Important: Because you remain tied up during the consult wait time, check with your administrator before using this option to confirm it aligns with your team's workflow.
Once an agent is assigned in the destination queue, you are automatically connected with that agent in consult mode. From here you can briefly discuss the situation before choosing to:
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Conference
Brings the customer into the conversation so all three parties are connected at once.
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Complete
Hands the customer off to the receiving agent and drops you from the interaction.
Receiving a Consult Queue Transfer
When a consult queue transfer is assigned to you, a new interaction appears in the queue sidebar labeled with the name of the originating queue.
To accept and connect:
Accept the new interaction. You will see details about the originating queue along with a green Consult Agent button.
Click Consult Agent to connect with the transferring agent.
You will be returned to the queue dashboard, where you can see that you are currently in a consult with the initiating agent.
Once the initiating agent completes the transfer, the full Interaction Window will load with the customer's information.
Blind Transfer
If context is not needed, a blind transfer immediately sends the customer into the destination queue without any agent-to-agent conversation first. The interaction enters the new queue just like any other inbound interaction, without prioritization or weighting from the original.
Once the transfer is initiated, the transfer window closes, and you are returned to an available status right away, ready to handle your next interaction.