Genesys Cloud CX

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  • 1.  User to User Transfer Issue

    Posted 01-27-2022 13:35
    Hello,

    I have a few transfer questions I'd love the communities feedback on:

    1. We're running into issues with user to user transfers and am wondering if anyone has found a way to disable a users ability to transfer to another user without removing their ability to transfer to a queue?

    2. To allow transfers to be prioritized over inbound calls, we have our agents transfer to a designated queue, use an inqueue flow to assign a calls priority, then transfer it to another queue to be answered. We're having issues with agents bypassing the first queue and transferring straight to the second, losing the prioritization. Outside of creative naming conventions, has anyone found a way to prevent that from happening? Anything from a permissions standpoint that I can try?

    Best,
    Mo
    #Routing(ACD/IVR)
    #Unsure/Other

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    Mo Ford
    Upgrade
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  • 2.  RE: User to User Transfer Issue

    Top 25 Contributor
    Posted 01-27-2022 14:21
    Edited by Anton Vroon 01-27-2022 14:21
    For transfers we have staff use Agent Script buttons, and most transfers go through a flow and then on to a queue, avoiding the dummy queue requirement, but still have some staff who transfer direct to queue. So similar situation.

    My current thinking is, since in all our flows, transfers or otherwise we assign a skill to every single call.
    So the only calls without a skill will be the transfer direct to queue.
    So in the In Queue flow, I can use the patch conversation attribute API, send it with no input, this will retrieve the skill and priority for the call currently as output.
    From that I can then determine which calls were transferred directly to queue, (the ones with no skill, since as per above we assign a skill to every call), and then use the same API to update the priority and skill for those calls.

    API link
    https://developer.genesys.cloud/api/rest/v2/routing/#patch-api-v2-routing-conversations--conversationId-

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    Anton Vroon
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  • 3.  RE: User to User Transfer Issue

    Top 25 Contributor
    Posted 01-27-2022 17:54
    Actually
    With the new priority and skill features just released this is even easier now.
    https://help.mypurecloud.com/articles/set-priority-action/
    https://help.mypurecloud.com/articles/set-skills-action/
    https://help.mypurecloud.com/articles/architect-default-variables/
    Will just just checking if not set or empty Call.ACDSkills then set priority action.



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    Anton Vroon
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