Cameron,
You raise an interesting point, one which has been raised before, I believe, but has never really been addressed (at least, not to my knowledge!)
What Linsey describes sounds to me to be a bug, not a feature request. The Ideas Lab is seen, at least by most of the Genesys Universe, as being an enhancement / feature request channel. We really should have a separate, dedicated, channel for reporting actual bugs, that bypasses the standard "Community Review" etc. process and goes directly to the PM team for review, prioritization and, one would hope, rapid actioning! If someone does report a bug that is actually a feature request, there is nothing to stop PM from creating an Idea and so on...
What do others think?
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 05-30-2025 07:37
From: Cameron Tomlin
Subject: Call transfers without selecting option
Hello Linsey,
This sounds like a problem thank you for bringing it to our attention. I recommend submitting an idea to our ideas lab to bring this to the attention to our Product team.
Cheers,
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 05-29-2025 16:48
From: Linsey Edn
Subject: Call transfers without selecting option
When agents search for a queue to transfer a call to, sometimes they don't select an option before clicking the Transfer button or hitting Enter. Once they click the Transfer button, the call drops. This particularly happens when they assume they've made a selection because only one option appears. Imagine if below instead of selecting the option, the agent typed "bac" and immediately hit Enter.
Can we prevent agents from clicking Transfer or hitting Enter without first selecting an option?
#Unsure/Other
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Linsey Edn
Workforce Management
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