Use the work item channel
Various voice and digital communication mediums that facilitate customer interactions in a contact center. in MAX to receive inbound work items. The work item workspace lets you perform different actions on an active work item.
Work Item Workspace
Transfer Work Items
- In the work item Customizable method of delivering contacts to an agent via Studio scripts. workspace click Transfer.
- Type the name of the agent, team, or skill you want to transfer the chat to, or use the address book to drill down to a specific entry.
- Hover over the address book entry and click Transfer. The work item is immediately transferred to that location and is removed from your interface.
You cannot transfer a work item that is on hold.
Use Quick Replies
- In the work item workspace, click Quick Replies (indicated by a chevron icon).
- Select a quick reply from the list and fill in any variables. Click Copy.
The quick reply is copied your clipboard with the variables you entered, if any.