Reassign a request

If the current operator is unable to process a request—for example, due to a high workload—you can reassign the request to another employee. There are several ways to do this:

• From the Manual Distribution page:

1. Select the request you want to reassign.
2. Drag the request onto the block with the name of the new operator. The changes will be saved automatically, and the new operator will appear on the request page.

• The system supervisor or the current operator can also change the assignee directly on the request page:

1. Open the request page.
2. In the right-hand side panel, under the Operator section, click the pencil icon .

3. In the window that opens, select a new operator and click Reassign.

• Another employee, such as an operator team lead, can also change the assignee from the request page:

1. Open the request page.
2. Click Edit, then select the desired employee in the Operator field.
3. Click Save.

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