Say, for example, your outbound agents are trained to prequalify leads for sales — but these agents aren’t salespeople and thus cannot complete the actual sale transaction on the spot. You’re probably going to want your agents to send those prequalified leads to an available salesperson to complete the sale — and preferably immediately.
This is where a requeue shortcut comes in handy. You can use the Requeue Shortcuts option (via the inbound queue or outbound campaign configuration panel) in the admin interface to configure a shortcut that agents can select to direct prequalified leads to your sales department’s inbound queue. All you have to do is provide the system with a queue and some basic information to create the shortcut.
Another situation could involve requeuing a call to an inbound agent with a specific skill. Say a customer calls into your customer feedback queue — but the customer only speaks Spanish, and the agent who answered the call only speaks English. In this case, you could create a shortcut that allows the inbound agent to requeue the call to an inbound Spanish-speaking agent.
Here’s how the setting looks on the admin side: