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  • 1.  Documentation on Direct Agent Routing

    Posted 08-08-2025 13:36
    No replies, thread closed.

    Is there a reason why Direct Agent routing when using Transfer to ACD takes 10 seconds before trying someone else who is available. This is wasting SLA, is there a way to change it?


    #Routing(ACD/IVR)

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    Louis Creely
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  • 2.  RE: Documentation on Direct Agent Routing
    Best Answer

    Posted 08-11-2025 09:37
    No replies, thread closed.

    Hi Louis,

    I believe the delay is to allow time for the chosen agent to answer and should only send the interaction to that agent if they are available. Direct routing overview



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Documentation on Direct Agent Routing

    Posted 10-30-2025 22:58
    No replies, thread closed.

    I would also concur with your conclusion.  We just started using this and we modified it in our call flow.



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    Ross King
    Voice Applications Architect, Lead Developer
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    Original Message


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