Genesys Cloud - Main

Hello Everyone,

I have transfer the call to Preferred Agent Routing. If Preferred agent score agents not available then we need to transfer the call to another Queue not to another Routing Method.

Is it possible from One Queue to another Queue call transfer?

Would you please help on this?

#ArchitectureandDesign
#Connect with a Customer (NEW)
#API/Integrations
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Reporting/Analytics
#Routing(ACD/IVR)
#Community Videos (TAM, QA, etc.)

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Regards,
Shenbagamoorthy B
TechLead
Pointel Inc.,
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Yes, it's possible. The exact method depends on exactly what you are trying top achieve.

If you want to check the if the agents are available before kicking of Preferred agent Routing for Queue A, then you will need to create a Data Action that allows you to see if the agent(s) in question are there and then in your inbound flow, you can perform the check and route accordingly.

If you want to drop to a second queue if none of the preferred agents answer within the time frame you set up for Preferred agent, then set up your in-Queue flow to transfer the call to another queue after the required length of time. (So, if you are waiting for 1 minute for the Preferred agent, transfer the call to the second queue after 1 minute.)

HTH

Hello Everyone,

I have transfer the call to Preferred Agent Routing. If Preferred agent score agents not available then we need to transfer the call to another Queue not to another Routing Method.

Is it possible from One Queue to another Queue call transfer?

Would you please help on this?