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  • 1.  Agent unable to transfer Web Message to Queue

    Posted 12-13-2023 21:59
    No replies, thread closed.

    Hi all,

    I'm unable to find any information to what might be causing this, but the scenario we have is an Agent has a live web message interaction they handling and they want to drop it back in the queue.  However when they go to transfer it into the queue, the option is greyed out.  They're doing someone else on the queue can continue the interaction and they go off queue.

    I've tried to replicate this with a test queue, but i can't seem to replicate the issue.  Does anyone know the reason why a queue might be greyed out when attempting to transfer to it?


    #DigitalChannels
    #Routing(ACD/IVR)

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    Robert Niblock
    APM
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  • 2.  RE: Agent unable to transfer Web Message to Queue

    Posted 01-01-2024 22:44
    No replies, thread closed.

    Best guess here is that the queue is in a different division as the user?  



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



  • 3.  RE: Agent unable to transfer Web Message to Queue

    Posted 01-03-2024 21:13
    No replies, thread closed.

    We only have one division setup for the org.  We have a ticket open with Genesys and they're aware of the issue, so I'll come back and share the outcome.



    ------------------------------
    Robert Niblock
    APM
    ------------------------------

    Original Message


  • 4.  RE: Agent unable to transfer Web Message to Queue

    Posted 02-13-2024 12:27
    No replies, thread closed.

    Hi Robert,

    Any update from Genesys on this issue?

    Jay



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    Jason Cote
    IGT Global Solutions Corporation
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    Original Message


  • 5.  RE: Agent unable to transfer Web Message to Queue

    Posted 02-13-2024 13:11
    No replies, thread closed.

    Está tentando transferir a interação para a mesma fila?



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    Fernando Sotto dos Santos
    VIA VAREJO
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