Managed Contact Center / Supervisor Tools

Manual Call Reassignment

While automatic routing (see Automatic Call Distribution) handles the vast majority of calls correctly, a supervisor can manually redirect a specific call to a different agent or queue with a drag-and-drop action, for the exceptions that need a human judgment call.

When would a supervisor need to override the automatic routing?

Real situations don’t always fit neat rules. A VIP customer calls in and a supervisor wants a specific senior agent on it. Or a queue gets unexpectedly backed up, and a call needs to move to a less busy team. Manual reassignment is the safety valve for exactly these moments.

Does this disrupt the normal queue for everyone else?

No. Moving one call manually doesn’t change the routing rules or affect other calls in the queue. It’s a one-off action from the supervisor’s live dashboard, not a system-wide setting change.

Can any agent do this, or only supervisors?

This is a supervisor-level capability, tied to the same permission level as other management tools like monitoring and barge-in — regular agents handle calls through the normal queue rather than reassigning others’ calls.

What information does a supervisor see before reassigning a call?

You use the same live view as monitoring — which agent has the call, how long it’s been active, and current queue status — from the Real-Time Agent & Queue Dashboard. That way, the decision is informed rather than a guess.

Do we keep a record of when and why a call gets manually reassigned?

Yes. We log reassignment actions as part of the call’s activity history, so there’s a clear record for later review, distinct from the call’s disposition or quality notes.