Genesys Cloud - Main

In Genesys Cloud today once a call passes through a queue which gives the call an ACD/Queue context, this state will persist for the life of the call even if the call is then transferred directly to a user or call enabled group.  While this may be an appropriate behavior in some situations (e.g. customer answered in sales queue needs to speak to a specific sales agent) there are many situations where it is not and will have dramatically negative reporting/UX impacts. 

• Calls transferred from an ACD Queue to a Call Enabled Group with Broadcast ring will assign/credit every member of the call enabled group that does not answer the call with a 'Not Responding' Metric/Event that gets associated with the Queue that the call was previously in.
  • Even if the call is answered in mere seconds after a single ring every associate is hit with a not responding metric and the queue gets hit with up to 14.  (Depending on how many associates you have in the group.)
  • There is no mechanism to prevent this from happening or to filter these events out.
• Customer is answered in a queue but needs to be directly transferred to an associate in a different department.  (The customer's erroneous IVR selection now gives the billing queue credit for a sales call.)
• ACW and Scripts associated with the previous queue will get triggered when the call is delivered to the agent receiving the transfer.  
  • This associate may have no knowledge of the appropriate use of the Wrap Up Codes presented to them.  
  • Scripts with an HTTP/URL pop could pop to a CRM/ERP that this associate is not even licensed for resulting in a 404/503 error.  

 The crux of the issue here is that Genesys does not give us the ability to De-Queue or remove the ACD context from a call once it has passed through a queue.  This is true even if you route your agent transfers through an architect flow, there is no action or API that can be called to remove the queue context.  I realize one band-aid would be to route these calls through a Faux-Queue prior to routing them to an associate or group.  This simply transfers the reporting discrepancies to another object and creates more technical debt and clutter in the platform.  

My request to Genesys would be to give us an Architect Action and/or platform API we can call via an architect data action that removes the ACD Context from a call for the current segment and any subsequent segments until the call passes through another queue.  

Here is an existing idea, please give it a vote if you are so inclined.
https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2024

There is also a previous thread discussing this issue:  Community Thread

#Reporting/Analytics
#Routing(ACD/IVR)

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Mark Cockrell
Unified Communications Architect
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Hi Mark,

I have voted for the idea and would definitely recommend anyone else who is interested in this idea add there use case to the idea

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 03-17-2025 09:14
From: Mark Cockrell
Subject: Ability to Strip ACD Context on Transfer to allow reporting accuracy and integrity

In Genesys Cloud today once a call passes through a queue which gives the call an ACD/Queue context, this state will persist for the life of the call even if the call is then transferred directly to a user or call enabled group.  While this may be an appropriate behavior in some situations (e.g. customer answered in sales queue needs to speak to a specific sales agent) there are many situations where it is not and will have dramatically negative reporting/UX impacts. 

• Calls transferred from an ACD Queue to a Call Enabled Group with Broadcast ring will assign/credit every member of the call enabled group that does not answer the call with a 'Not Responding' Metric/Event that gets associated with the Queue that the call was previously in.
  • Even if the call is answered in mere seconds after a single ring every associate is hit with a not responding metric and the queue gets hit with up to 14.  (Depending on how many associates you have in the group.)
  • There is no mechanism to prevent this from happening or to filter these events out.
• Customer is answered in a queue but needs to be directly transferred to an associate in a different department.  (The customer's erroneous IVR selection now gives the billing queue credit for a sales call.)
• ACW and Scripts associated with the previous queue will get triggered when the call is delivered to the agent receiving the transfer.  
  • This associate may have no knowledge of the appropriate use of the Wrap Up Codes presented to them.  
  • Scripts with an HTTP/URL pop could pop to a CRM/ERP that this associate is not even licensed for resulting in a 404/503 error.  

 The crux of the issue here is that Genesys does not give us the ability to De-Queue or remove the ACD context from a call once it has passed through a queue.  This is true even if you route your agent transfers through an architect flow, there is no action or API that can be called to remove the queue context.  I realize one band-aid would be to route these calls through a Faux-Queue prior to routing them to an associate or group.  This simply transfers the reporting discrepancies to another object and creates more technical debt and clutter in the platform.  

My request to Genesys would be to give us an Architect Action and/or platform API we can call via an architect data action that removes the ACD Context from a call for the current segment and any subsequent segments until the call passes through another queue.  

Here is an existing idea, please give it a vote if you are so inclined.
https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2024

There is also a previous thread discussing this issue:  Community Thread

#Reporting/Analytics
#Routing(ACD/IVR)

------------------------------
Mark Cockrell
Unified Communications Architect
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