A case owner or supervisor can transfer the ownership of a case to a team member or to another office. The agent or office to whom the case is assigned can accept or decline the case ownership transfer.
For example, a supervisor transfers a case to an agent.
- If the agent accepts the transfer, the agent becomes the case owner, and the supervisor no longer has access to the case.
- If the agent declines the transfer, case ownership does not change. The transfer ownership case routes back to the supervisor, who can then transfer the ownership to a different agent or office.