ACD Reassign Interaction

This ACD tool reassigns an interaction to an agent when the agent to which it was originally assigned does not answer. It is only used when an agent does not pick up a call that was assigned to them.

Inputs

Call Identifier

The identifier of the telephone or chat interaction to be reassigned.

Agent Name

This parameter is not currently recognized.

Do not assign any other calls to this agent

Set this parameter to true if you do not want any interactions assigned to the agent that was not answering for thirty seconds. This gives the agent who is answering time to finish what he or she is doing and to set his or her status to "Available."

Exit Paths

Next

This tool always takes the Next exit path.