Genesys Cloud - Main

 View Only

Discussion Thread View
  • 1.  Agent Transferring emails to another agent

    Posted 02-22-2024 09:33
    Edited by Lisa Schifilliti 02-22-2024 10:06

    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
    ------------------------------



  • 2.  RE: Agent Transferring emails to another agent

    Posted 02-27-2024 22:31

    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.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Agent Transferring emails to another agent

    Posted 02-28-2024 12:31

    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.



    ------------------------------
    Lisa Schifilliti
    WW International, Inc.
    ------------------------------



  • 4.  RE: Agent Transferring emails to another agent

    Posted 02-28-2024 14:27

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



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Agent Transferring emails to another agent

    Posted 02-28-2024 14:38
    Thank you Robert and Atsushi!



    Thank you


    Lisa



    Lisa Schifilliti

    Sr. Manager, Telecom Infrastructure

    +1 212.601.7170











Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources