Transfers
RQXFERRe-queue transfer
The agent put the call back into the queue for somebody else to take.
RQXFER is the "this is not for me" transfer. Rather than handing the customer to a specific person, the agent sends the call back into a queue so another agent can pick it up.
When VICIdial sets it
From the agent screen when the agent chooses to requeue. The agent screen writes the status and pauses the agent under a requeue reason, so the action shows up in agent time reporting as well as on the lead.
What to do
- Track requeues per agent. A few are routine; a lot from one person is a training signal, not a system fault.
- Make sure the destination queue is staffed before you encourage requeuing — a requeued call can be abandoned like any other.
- Do not count it as a contact outcome. The conversation continues elsewhere.
- Check how long the customer waits after a requeue. From their side it is a second queue stacked on top of the one they already sat through.