Genesys Cloud - Main

We have a Supervisor queue that we want to prioritize during call transfers. The current flow is as follows:

Customer → IVR Menu → Assigned Queue (with prioritization level) → ACD → Custom Scripting (not Genesys Scripter) → Transfer to Supervisor.

Coaches/Supervisors also take calls and have queues with specific prioritization levels.

I noticed that when an agent transfers a call through the custom script, the prioritization level of the original queue is carried over to the Supervisor queue. The issue is that if the transferred call has a lower or no prioritization level, it remains in the queue instead of being prioritized.

We would like to ensure that calls transferred to the Supervisor queue are always prioritized, regardless of the queue from which they originated.

Thanks.

#Routing(ACD/IVR)

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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
Outbound Dialer Systems Administrator
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Normally I would use a custom script in Genesys Cloud to transfer the call to a Secure Call script where I can set the desired Priority, etc., before final Transfer to ACD to go to a supervisor...but you are not using Genesys Cloud scripting.

Another way folks do this is to transfer to a "dummy" queue that has no members. Use the custom In-Queue Call flow for that dummy queue to set the Priority and whatever other functionality you want, then Transfer to ACD to send it to the queue with the supervisors in it.

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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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