Genesys Cloud - Main

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?

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

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?