Genesys Cloud - Main

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, 

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.

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.