Advanced Work Assignment - manually re-assign a work item in Pending Accept to a new agent

[TonyG ABC]

Within Advanced Work Assignment, and without defining the "Reassign on timeout" function on an assignment rule, I'd like to manually reassign a work item in a Pending Accept state to a new agent.

For instance, if an agent's shift has ended and they still have unaccepted work items (Pending Accept), I'd like to reassign those items to an agent still working.

Ideally, I'd like this to be automated, but how do I manually reassign these work items if that's not possible?

We do not have the CSM module, and it's not on our roadmap, so I cannot define shifts to assist with this.

[Dr Atul G- LNG]

Hi @TonyG ABC 

I’m not sure if this will work, but you could try adding AWA with the on-call schedule node, and it might solve your problem.