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  • 1.  Call details on Consult Transfer - Customer Name vs. Agent Name

    Posted 11-28-2023 08:47


    I'm hoping someone can provide some insight on the behaviour we're seeing on Consult Transfers in the Salesforce embedded client.  When an agent needs to transfer a call with a customer to another queue, they initiate a consult transfer to the queue.  The second agent receiving the consult transfer sees the Customer details until the call is answered, at which point the agent name then appears.

    It's confusing for our agents as they pick up the phone expecting the customer, only to realize they are speaking to another agent via a consult transfer after answering the phone.  It would be more beneficial for the second agent to see the agent name while the phone is ringing, knowing that they will be speaking with a fellow employee first.

    Is there any way to change this behaviour?  If the customer name should show, then at the very least, it should persist after the call has been answered by the second agent.

    Thoughts, insight, or advice would be appreciated!

    Thanks in advance,


    #Salesforce #SalesforceLightning #Consult


    Jennifer DiCesare
    Esri Canada

  • 2.  RE: Call details on Consult Transfer - Customer Name vs. Agent Name

    Posted 12-09-2023 16:04

    Not really.  The problem is that the caller information is not actually sent to the second agent.  The consult transfer is the first agent calling the second agent and the caller put on hold.  That means that until the transfer actually completes, that caller is still with the first agent.  Blind transfer or ACD conference might be only ways to get that working, but not consult because of what that does behind the scenes. 

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Call details on Consult Transfer - Customer Name vs. Agent Name

    Posted 12-11-2023 08:15

    Thanks for the reply Robert.  In the scenario you're mentioning, it sounds like the first agent's name should always appear until the transfer completes.  This is what we would expect to see.  However, we are not seeing the behaviour you're mentioning, which is why it's so confusing for our agents.

    Agent 2's phone rings and they see the customer name.  Agent 2 answers, and only then do they see Agent 1's name.  In my opinion, the caller information should not change between when the call rings through and when it is answered.

    Jennifer DiCesare
    Esri Canada

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