Multiselect

Multiselect is a feature which allows you to select multiple conversations to carry out a simultaneous action of either pick, transfer or mark as handled on all the selected conversations.

To use multiselect, administrators need to enable the feature for you.

  1. Go to the Picklist view.
  2. Click the multiselect button.

    The multiselect function is enabled and selection boxes are shown to the left of applicable conversations. You can then start selecting conversations.

  3. When you have selected the conversations, applicable options appear at the bottom of the Picklist view:
    • Pick

      To add the conversations to your conversations list, click the Pick button.

    • Transfer

      To transfer the conversations to a queue or another agent, click the Transfer button. A transfer window opens. Depending on the transfer target, choose the Agent or Queue tab, click the agent or queue name row and then the Transfer button.

    • Mark as handled

      To mark the conversations as handled without picking and opening them in the Conversations view, click the Mark as Handled button.

    • Clear selection

      To deselect the conversations, click Clear Selection. You can also deselect conversations by using the checkboxes at the beginning of the conversation row.

    Note: A count of your multiselect conversations is maintained in the bottom of the multiselect view. This count may decrease automatically as conversations are picked or handled by other agents.
  4. To disable the multiselect function, click the multiselect button.