Genesys Cloud CX

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  • 1.  Blind Transfers (by agents)

    Posted 01-19-2022 08:07
    Hi,

    Just starting out on our Genesys journey, having recently migrated from an on-prem Avaya Communications Manager, and have come across a issue when agents blind transfer to a queue. We have the "Strip Skills on Blind Transfer" activated, but what we are seeing is calls that are transferred to the queue are placed to agents after a flow routed call using queue/skill combination (even if the transferred call enters the queue prior) From what I've read, via the resource centre, this looks to be by design and agents/supervisors could (if enabled on the queue) manually assign.

    Is this correct or is there a method in which a blind transferred call can keep it place in the queue, based on delivery time ?
    #Telephony

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    Neil Jones
    Voice Comms Lead
    Awaze Uk
    LEEDS
    neil.jones@awaze.com
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  • 2.  RE: Blind Transfers (by agents)

    Posted 01-27-2022 01:34
    The new Add Skills and Add Priority tools in the In-queue flows may help.  You would have to check the call when it comes into the second queue to see if it came from another queue and/or user then take the total time so far for the call and set the priority ahead of the calls in that queue to make sure it is answered in a timely fashion and not sent to back of the queue.  The same might be for skills as well.  Search the community for Add Priority and you will get some ideas.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Blind Transfers (by agents)

    Posted 01-28-2022 01:20
    Thanks for the advise and I'll certainly take a look at the priority for InQueue.

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    Neil Jones
    Voice Comms Lead
    Awaze Uk
    LEEDS
    neil.jones@awaze.com
    ------------------------------