SAC 360° - Returning a Ticket to the Queue
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In some situations, an ongoing case needs to be returned to the queue, allowing another agent to take it over or for it to be reassigned according to the team's workflow.
This feature is useful when the agent needs to end their shift, cannot continue handling the case, or has identified that another department will be responsible for continuing the conversation.
Important: Only cases that are assigned to an agent can be returned to the queue.
Go to the SAC 360º through the menu:
Menu → General → SAC 360º
Or use the field Find Services (magnifying glass icon) to quickly locate the module.
Locate and open the desired case.
In the top bar of the case, click the button Return to Queue.
Confirm the action, if the system requests it.
After confirmation, the case will be removed from the current agent's responsibility and will return to the corresponding queue.
By performing this action:
The case is no longer linked to the current agent.
The case returns to the configured service queue.
The full conversation history is preserved.
Another agent will be able to take over the case normally.
It is recommended to return a case to the queue in the following situations:
End of the agent's shift.
Need for redistribution among the team.
Case sent to the wrong department.
Unavailability of the responsible agent.
Continuation of the case by another operator.
Make sure all important information has already been recorded before returning the case to the queue.
Whenever possible, inform the customer that the case will be transferred to another agent.
Use this option only when there is a real need for reassignment, avoiding unnecessary movement between queues.
The feature Return to Queue allows cases to be reassigned quickly and in an organized way, ensuring that no customer is left without service and providing greater flexibility in managing the SAC 360º team.
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