An operator has the option to escalate a chat to the available supervisors in the of the same skill.
•To escalate a chat click on 
icon in the chat tool bar of the operator console as shown highlighted in the screen below
•The following escalate chat window will open on the operator screen-
•Select a supervisor from list of available supervisors through drop down box as shown below-
•Select the supervisor and click 
button and the selected supervisor will receive a message on the console as shown below-
•When a supervisor accepts the escalated chat, the operator will receive a message in operator console as shown below-
•When operator clicks OK in the above message, the complete chat will be transferred to Supervisor and system will generate the following message on the operator screen-
•When a supervisor rejects the chat transferred by agent, then the following message is displayed in agent screen-
