Genesys Cloud - Main

Hello Abhinesh,

If I understand your question correctly, your scenario would look like this:

Queue 1: Not in program → Agent in Queue 1 is NOT a matched agent
Queue 2: Part of program → Agent in Queue 2 IS a matched agent
Queue 3: Not in program → Agent in Queue 3 is NOT a matched agent

In your scenario, yes, the evaluation will be done for the agent who handled the 2nd queue (the one that's part of the program) when using either First Matched Agent or Last Matched Agent scoring.

Hi Jason,

Yes, this was my understanding too.

Queue 1: Not in program → Agent in Queue 1 is NOT a matched agent
Queue 2: Part of program → Agent in Queue 2 IS a matched agent
Queue 3: Not in program → Agent in Queue 3 is NOT a matched agent

But not happening as expected, if queue 1 is not a part of program and warm transfer happened to queue 2, then default program will be executed as queue 1was assigned to default program. Same default program will inherit to queue 2. No matter if queue 2 is part of evaluation program or not.

But if we do the blind transfer to queue 2 and then the program override and will do the evaluation as per the scoring(last agent , first age or each matched agent). Once a call reaches a queue that is included in the evaluation program, the system evaluates the entire call journey (all legs)-regardless of whether earlier or intermediate queues are part of the program or not if all all matched agent is selected.

Genesys only confirmed this that blind transfer will flip the program not consult.
I have been doing the testing on this.