Workforce Engagement Management

Hi All -

We recently discovered that an agent can be in a live customer voice call and find they need to transfer to another queue for another agent to handle. The pain point I have is that an agent can transfer a voice call to an email queue (which cant answer a call) and then they hear hold music. 

Is there an IDEA out there to add an enhancement to limit this? Do people have work arounds on how to prevent this? My thought is to add a message (instead of hold music) to all my emails queues that informs the agent/ customer this is an email queue and they need to hang up and redirect to a voice queue.
#Genesys Cloud CX

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Danny Tierney
Johnson & Johnson
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Hi Danny

We have the same issue. I'm also interested to hear if anyone else has found a work around.

Maybe Genesys could apply some filters to only show queues relevant to the media type when agents are transferring interactions? (i.e. when transferring an email interaction show only email queues, when transferring voice interaction show only voice queues, etc)? I haven't seen anything in the ideas lab. Has anyone else come across it?

Thanks,

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Dorota Tual
Utility Warehouse Limited
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We've has this issue from day one since we needed separate queues per channel. Our only defense is naming the queues via Channel early in the name so Boats CS EMAIL and Boats CS PHONE so they name is obvious. We still get stragglers once in a while.

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Greg Barrett
Outdoor Network LLC
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