As a part of the resolution, a CSR might have to transfer a conversation to another queue or agent.

If the CSR transfers the conversation to another queue, the request goes through the routing process again. However, to reduce further customer wait time due to a transfer, the routing algorithm prioritizes transfers ahead of other work for that queue (effectively telling the routing engine to route the transferred Interaction first).

In the case of agent-to-agent transfers, the transferring CSR can only select another available agent; the CSR cannot transfer a conversation to a CSR who is unavailable or who has reached their maximum number of concurrent interactions. These transfers bypass the routing algorithm and send a request alert directly to the recipient CSR. The conversation is transferred only when the recipient CSR accepts the request.