Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Calls Transfer to queue

    Posted 10-27-2023 13:17
    No replies, thread closed.

    Hello,

    As automatic transfer to a specific queue or satisfaction survey is not feasible on genesys, we have asked agents to transfer data manually at the end of a call to specific queues.
    However, the agent has access to all available queues in the same division and in all other divisions.
    is there an option to set to limit the queues that agents can see during a transfer, to limit human error?

    Thanks


    #Connect with a Customer (NEW)
    #PlatformAdministration
    #QualityManagement
    #Reporting/Analytics
    #Routing(ACD/IVR)
    #Telephony
    #Unsure/Other

    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------


  • 2.  RE: Calls Transfer to queue

    Posted 10-28-2023 18:58
    No replies, thread closed.

    You can limit visibility by division, but most customers just have them transfer to only external contacts that transfer to a queue through a flow.  



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



  • 3.  RE: Calls Transfer to queue

    Posted 11-01-2023 04:27
    No replies, thread closed.

    Hello,

    how can I limit visibility by division ?

    I don't use external contacts as it's inbound callflow.

    Thanks for your help



    ------------------------------
    Rihab BEN MALEK
    Teleperformance France SA
    ------------------------------

    Original Message


  • 4.  RE: Calls Transfer to queue
    Best Answer

    Posted 11-01-2023 06:27
    No replies, thread closed.

    Hello Rihab,

    One solution would be to add a button to the Script that transfers the call to the correct queue, that way they just press the button in the script view to end the call.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 5.  RE: Calls Transfer to queue

    Posted 11-02-2023 08:14
    No replies, thread closed.

    We also do not use external contact for queue to queue transfers.  We have script that was designed at our implementation that created what we call the "Transfer to Queue" drop down box.  It lists only the queues that an agent is eligible to transfer to.  I can't speak to the survey data because we don't use that functionality but it transfers all UUI meta data with the call.



    ------------------------------
    Melodie Brandle
    Breezeline
    ------------------------------



Related Content