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Hi Tetsuya,

Interesting question.

My understanding is that Architect does not provide a native "Set Division" action to dynamically change the division of an interaction.

One thing that may be worth looking at is the resources the interaction touches during its lifecycle. My understanding is that interactions can inherit division associations from resources such as flows, queues, and users. If the after-hours flow transfers to another flow or queue in a different division, that may influence visibility depending on your division and role configuration.

Out of curiosity, is there a reason the after-hours flow is configured in the Home division rather than the division that ultimately owns the interaction?

Hi Tetsuya,

Interesting question.

My understanding is that Architect does not provide a native "Set Division" action to dynamically change the division of an interaction.

One thing that may be worth looking at is the resources the interaction touches during its lifecycle. My understanding is that interactions can inherit division associations from resources such as flows, queues, and users. If the after-hours flow transfers to another flow or queue in a different division, that may influence visibility depending on your division and role configuration.

Out of curiosity, is there a reason the after-hours flow is configured in the Home division rather than the division that ultimately owns the interaction?

Hello @Tetsuya Ishihara

Just adding.

I don't think this is something you can solve directly inside the Architect after-hours flow.

This is mainly related to divisions, queues, roles, and permissions. In Genesys Cloud, queues are assigned to divisions, and that division is very important for visibility in performance views and interaction data.

So even if the after-hours flow is configured in the Home division, you also need to check which queue receives or handles those interactions and which division that queue belongs to. If users do not have the proper View permissions for the division where the queue or related interaction data exists, they may not be able to see those interactions in Analytics or Interaction Details.

I would review:

• The division of the after-hours flow

• The division of the queue used in that flow

• The users' roles

• The divisions assigned to those roles

• The required Analytics / Conversation View permissions

If those users need to view the after-hours interactions, they should be granted the appropriate role with View permissions for the relevant division. In many cases, the queue division is the key point to validate.

So, in short: I would not look for an Architect setting for this. I would check the queue division, then adjust the users' roles, View permissions, and division access accordingly.

Hi Arthur,
 
Outside of business hours, the system plays a recorded message and disconnects, so calls do not enter the queue.
Do you have any suggestions for setting an interaction other than the division configured in this flow?

Hello @Tetsuya Ishihara

Just adding.

I don't think this is something you can solve directly inside the Architect after-hours flow.

This is mainly related to divisions, queues, roles, and permissions. In Genesys Cloud, queues are assigned to divisions, and that division is very important for visibility in performance views and interaction data.

So even if the after-hours flow is configured in the Home division, you also need to check which queue receives or handles those interactions and which division that queue belongs to. If users do not have the proper View permissions for the division where the queue or related interaction data exists, they may not be able to see those interactions in Analytics or Interaction Details.

I would review:

• The division of the after-hours flow

• The division of the queue used in that flow

• The users' roles

• The divisions assigned to those roles

• The required Analytics / Conversation View permissions

If those users need to view the after-hours interactions, they should be granted the appropriate role with View permissions for the relevant division. In many cases, the queue division is the key point to validate.

So, in short: I would not look for an Architect setting for this. I would check the queue division, then adjust the users' roles, View permissions, and division access accordingly.

Hello @Tetsuya Ishihara

Hi,

Since this is a voice flow and the call does not enter a queue, I would consider using Transfer to Flow.

If the current after-hours flow is in the Home division and only plays a message before disconnecting, the interaction may remain associated with that flow path. In this case, there is no queue division to help with visibility.

One possible approach is to transfer the call to another inbound call flow that belongs to the division where the other users have access. That second flow could be responsible for playing the after-hours message and disconnecting the call.

This way, instead of trying to manually set the interaction division inside the same flow, you design the routing so the interaction touches the correct flow/division.

So the idea would be:

Main flow / Home division
→ Transfer to Flow
→ After-hours message flow / target division
→ Disconnect

I would still validate the reporting behavior after the change, because visibility depends on the divisions the interaction touches and the users' assigned roles and permissions. But for a voice flow scenario where the call never reaches a queue, Transfer to Flow is probably the cleanest option to test.

Hi Arthur,
 
Outside of business hours, the system plays a recorded message and disconnects, so calls do not enter the queue.
Do you have any suggestions for setting an interaction other than the division configured in this flow?

Hello @Tetsuya Ishihara

Just adding.

I don't think this is something you can solve directly inside the Architect after-hours flow.

This is mainly related to divisions, queues, roles, and permissions. In Genesys Cloud, queues are assigned to divisions, and that division is very important for visibility in performance views and interaction data.

So even if the after-hours flow is configured in the Home division, you also need to check which queue receives or handles those interactions and which division that queue belongs to. If users do not have the proper View permissions for the division where the queue or related interaction data exists, they may not be able to see those interactions in Analytics or Interaction Details.

I would review:

• The division of the after-hours flow

• The division of the queue used in that flow

• The users' roles

• The divisions assigned to those roles

• The required Analytics / Conversation View permissions

If those users need to view the after-hours interactions, they should be granted the appropriate role with View permissions for the relevant division. In many cases, the queue division is the key point to validate.

So, in short: I would not look for an Architect setting for this. I would check the queue division, then adjust the users' roles, View permissions, and division access accordingly.

Hello Tetsuya,

As per my understanding Yes - but not directly through Architect or division isolation alone. In Genesys Cloud, division-based security is enforced across interactions, analytics, and content, so users who are not part of the "Home" division typically cannot see those interactions by default. However, there are a few practical and commonly used ways to enable visibility safely:

Note:
Even with permissions, division access still gates the data - so this only works if users are explicitly granted division visibility.

Important Limitation
Genesys Cloud enforces:

"You can only see interactions that belong to divisions you have access to."

So there is no way to bypass division boundaries purely at the flow level.

Recommended Architecture
For long-term maintainability:

Keep Architect flow in "Home" division 
Route after-hours interactions to:
A shared "AfterHours" queue in a global division
Grant:
Broader team access to that queue's division
This gives:
Centralized reporting
Clean separation of flow vs reporting access
Less need to manage user division memberships constantly

----------------
Option 1: Add Users to the "Home" Division (Recommended)
The simplest and most consistent approach.

Option 2: Use a Shared Queue Accessible Across Divisions
If your after-hours flow routes interactions to a queue

Option 3: Use Interaction Data Export / Reporting
If direct access isn't desirable

Option 4: Use Architect + Data Actions for External Storage
If you're customizing heavily

Option 5: Assign Conversation Permissions Across Divisions (Advanced)
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