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