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Oct 08, 2019 at 01:37 PM

Switch call from one queue to another one

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Hi everyone, we're running SAP CCtr v7.0.7.0 and our Contact Center Supervisors are looking for a way to switch all queued calls from one busy queue to another one with free agents. Is there any interface in Online Monitoring or CDT where they could check all the queued calls and move them to another queue in case of large wainting time?

Or is there any workaround the SystemConfigurator->Queues->Contact Management section that would make this possible?

Thank you in advance