One way to accomplish this fairly easily is by using a button in the call script which calls a Secure Call flow that adds whatever skills were on the first call and sets the priority really high (something like
10+999). The agent can click the button to do the transfer and the call will go into the new queue at the head of the line (or close...right behind other calls that got transfered earlier in the same way, if there are any waiting for an agent).
See my discussion of the secure call flow in:
https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=bd193bfb-207c-4670-88e2-4ad05fce8a11&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer
Also see my walk-through of what the setup in the Q&A Show video (By George segment near the end):
https://youtu.be/V56rnsWY1UA
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
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Original Message:
Sent: 11-22-2018 11:13
From: Maxime Pierru
Subject: transfer priorized
Hi ,
Actually, when a customer call one of our department, he is forced to wait in the queue. Once he is online with an advisor and want to be transfered in an other department he is forced to wait again one more time, as if it was it's first entrance in our service.
We want to set a very high priority on our transfer between departments but I don't know if it's possible and if yes, how .
Can you help us ?
Thanks
Best regards
#ArchitectureandDesign
#Routing(ACD/IVR)
#Telephony
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MaximePierru
L'Olivier Assurance
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