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  • 1.  Close or transfer interactions when an agent logs off but still has an open connection

    Posted 06-24-2025 02:49

    Hi,

    I have a question and the situation is as followed:

    We have an async webmessaging interaction with a customer.

    1. Customer starts an interaction
    2. Agent receives this interaction and is talking with the customer
    3. Agent is done with his day and goes on a holiday after this workday, he closes his webbrowser
    4. Agent forgot to close the interaction before closing the webbrowser
    5. Interaction is still connected to the Agent and customer responds to that interaction, but he won't get an answer anymore. 
    6. Agent comes back from his holiday and still has the connection open with that customer who has waited a week on a response

    Now what i would like to be able to do is the following:

    Once the agent closes his webbrowser, i would like to be able to transfer that open interaction to a different agent or queue

    I can get the interaction via an trigger to a workflow, but workflows don't support transfers.. i can only close the interaction in the workflow. Are there any other options to do a transfer with this the interaction once the agent has logged off?


    #Architect
    #WebMessaging

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    Eelco Verdonk
    Genesys Omnichannel Intergratie Specialist
    ------------------------------


  • 2.  RE: Close or transfer interactions when an agent logs off but still has an open connection

    Posted 08-06-2025 12:22

    We have the same concerns with agents closing the browser before disconnecting the interactions. We are toying around with possibly using a trigger and workflow, but so far we haven't gotten it to work.



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    Mark Whitchurch
    Senior Engineer
    IHG Hotels & Resorts
    ------------------------------



  • 3.  RE: Close or transfer interactions when an agent logs off but still has an open connection

    Posted 08-07-2025 01:53

    Hi Mark, i have it working with a trigger to a workflow and then a data action to a Genesys API to be able to do the transfer back to the orginial queue



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    Eelco Verdonk
    Genesys Omnichannel Intergratie Specialist
    ------------------------------

    Original Message


  • 4.  RE: Close or transfer interactions when an agent logs off but still has an open connection

    Posted 08-07-2025 08:49

    Our PS did it also with Trigger+DA and we added a 5min return delay, so that the interaction isn't instantly pulled away after a brief network hickup.



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    Daniel Possekel
    Business Analyst
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    Original Message


  • 5.  RE: Close or transfer interactions when an agent logs off but still has an open connection

    Posted 08-07-2025 12:21

    Thank you Daniel and Eelco. Which API did you use in the data action? In the trigger we are using the following:

    presence.presenceDefinition.systemPresence
    routingStatus.status



    ------------------------------
    Mark Whitchurch
    Senior Engineer
    IHG Hotels & Resorts
    ------------------------------

    Original Message


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