Genesys Cloud - Main

Hi all

Was wondering if someone might be able to advise if there's anything that can be done to stop agents from telephony areas from transferring calls to our email & webchat teams. 

We've recently seen calls being dropped into these queues where the agents are not on the phones & so they've been having to log off the queues until the call has gone. Of course not good service for the customer, so wondered if anyone had any advice on how this can be stopped. The webchat queue is set as message only, which I would've thought would stop anything else being transferred to it. 

We do have agents in other areas that can work all work streams, but these are specific areas that have agents who aren't trained to do that.

Any advice would be much appreciated.

Hi Rianna,

One of the options that should help is: Create new Divisions and assign Messaging, and Email queues to be in different Divisions than Voice queues. Then, create a custom role for example "Division Membership" with only one permission in it: Conversation  > Communication > Target  , and assign this custom role to voice agents. With this role, voice agents will be limited to seeing the queues only in their Division when they are making transfers (make sure the voice agents are in the same Division as the Voice queues). 

More details can be found in the resource center link: Manage access to individuals based on division membership - Genesys Cloud Resource Center

Another option: create an In-Queue Architect flow with for example Action Hold Music for 5 seconds and then transfer to ACD -  to a Generic Voice queue (members of this queue should be the agents who can handle voice calls). Configure this flow as "In-queue Flow" under Voice Tab for Email and Messaging Queue. 

Thanks

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Tatjana Knezevic

Star Telecom
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