Does anyone have information about when the process for transferring emails was modified? Previously, an email could be transferred directly from one agent to another, and upon transfer, it would be released from the transferring agent. However, the current procedure mandates that the receiving agent must accept the email for it to be released from the agent transferring it.   This is expected behavior - https://help.mypurecloud.com/articles/transfer-digital-interaction/

I comprehend the rationale behind the "Warm Transfer" approach. However, how can a "Cold Transfer" be performed, allowing the email to be directly sent from one agent to a specific agent without requiring their acceptance, as was possible before?

#DigitalChannels

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Lisa Schifilliti
WeightWatchers
------------------------------

This changed to correct the transfer black hole that existed where you could transfer it off to a person not on-queue or even logged out and it would just kind of disappear.  This came in on Jan 10, 2024.  @Jody Nabuurs, do I have that right?

Improved digital agent-to-agent transfer

Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted. For more information, see Transfer a digital interaction. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Does anyone have information about when the process for transferring emails was modified? Previously, an email could be transferred directly from one agent to another, and upon transfer, it would be released from the transferring agent. However, the current procedure mandates that the receiving agent must accept the email for it to be released from the agent transferring it.   This is expected behavior - https://help.mypurecloud.com/articles/transfer-digital-interaction/

I comprehend the rationale behind the "Warm Transfer" approach. However, how can a "Cold Transfer" be performed, allowing the email to be directly sent from one agent to a specific agent without requiring their acceptance, as was possible before?

#DigitalChannels

------------------------------
Lisa Schifilliti
WeightWatchers
------------------------------

Robert, 

Thank you for your time to reply.  I do understand the reason for this change.

In the instances where the email needs to go to a specific agent who is not available to pick up interaction at the time of transfer, is there any way to get it to them, outside of waiting and trying again? Concern on the orgininal agent holding an email.

This changed to correct the transfer black hole that existed where you could transfer it off to a person not on-queue or even logged out and it would just kind of disappear.  This came in on Jan 10, 2024.  @Jody Nabuurs, do I have that right?

Improved digital agent-to-agent transfer

Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted. For more information, see Transfer a digital interaction. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Does anyone have information about when the process for transferring emails was modified? Previously, an email could be transferred directly from one agent to another, and upon transfer, it would be released from the transferring agent. However, the current procedure mandates that the receiving agent must accept the email for it to be released from the agent transferring it.   This is expected behavior - https://help.mypurecloud.com/articles/transfer-digital-interaction/

I comprehend the rationale behind the "Warm Transfer" approach. However, how can a "Cold Transfer" be performed, allowing the email to be directly sent from one agent to a specific agent without requiring their acceptance, as was possible before?

#DigitalChannels

------------------------------
Lisa Schifilliti
WeightWatchers
------------------------------

I think that @Atsushi Hirano will chime in on that.  I know he is working on other improvements in this area like parking.

Robert, 

Thank you for your time to reply.  I do understand the reason for this change.

In the instances where the email needs to go to a specific agent who is not available to pick up interaction at the time of transfer, is there any way to get it to them, outside of waiting and trying again? Concern on the orgininal agent holding an email.

This changed to correct the transfer black hole that existed where you could transfer it off to a person not on-queue or even logged out and it would just kind of disappear.  This came in on Jan 10, 2024.  @Jody Nabuurs, do I have that right?

Improved digital agent-to-agent transfer

Agents can now cancel and change the agent-to-agent transfer target, and have more visibility when transfers are accepted. For more information, see Transfer a digital interaction. This feature requires one of the following licenses: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Does anyone have information about when the process for transferring emails was modified? Previously, an email could be transferred directly from one agent to another, and upon transfer, it would be released from the transferring agent. However, the current procedure mandates that the receiving agent must accept the email for it to be released from the agent transferring it.   This is expected behavior - https://help.mypurecloud.com/articles/transfer-digital-interaction/

I comprehend the rationale behind the "Warm Transfer" approach. However, how can a "Cold Transfer" be performed, allowing the email to be directly sent from one agent to a specific agent without requiring their acceptance, as was possible before?

#DigitalChannels

------------------------------
Lisa Schifilliti
WeightWatchers
------------------------------