Transfer to specific agent workbin

[cavagnaro]

Hi guys,
Customer has a situation where an agent A can receive an email that is actually sent to agent B or that agent B can handle better by own business rules.
So, if the agent is Ready and without any interaction in process it works nice, however, these agents can be notReady, logged off, handling another interaction. Desirable is to be able to send these emails to a Workbin or Queue.
On IWS can't figure out how to transfer to a Workbin and specify the agent name.
I can think on creating 1 WB per agent, but would be a mess for management and support.
Can think on a Strategy and a Queue, but again, how to define the agent I want to send to the Interaction?

Thanks!

[cavagnaro]

Solution or workaround is to:
Agent A saves email on his workbin
Agent A transfer interaction to Agents B personal Workbin

No way to do it while Interaction is opened

[shahzeb]

Another way can be to save the interaction on a shared workbin (shared workbin is available for both the agents)
and Agent B can then pick it up from the shared workbin i believe.

To achieve this first you need to create a shared workbin (defining it as AgentGroup in properties), and then privilige the agents to use shared workbin in agent desktop (interaction workspace)
I hope this approach would work

[Dionysis]

A customised intercommunication strategy should do what you're after Cav.

You should be able to just set transfers for the media type to send to a specific queue, and put a strategy that does what you need on that queue.