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  • 1.  Inbound Digital Flows: Lack of Transfer to User Action

    Posted 03-20-2024 16:48
    No replies, thread closed.

    I recently posted an Idea regarding the lack of a Transfer to User Action in digital flows (i.e. it exists for Voice flows, but not Digital flows). Out of sheer curiosity I also opened a Support ticket with a question about why it doesn't exist, but no actual reason was given (just that it doesn't exist), so I presume it's not seen as a useful feature. Of course, our line of business begs to differ (see the use cases in my idea along with the reasons why we can't use the PAR or Conditional Group Routing approaches); nor is "asynchronous routing" applicable to our use cases.

    All that aside, I figured I'd ask the Community if anyone else has implemented something that solves for the lack of a Transfer to User action in digital flows. Here are our Use Cases if it helps:

    • Allows Admins to create certain business rules within Architect (that PAR doesn't achieve/allow) to immediately route a digital interaction to a specific user based on attributes/content collected within the initial inbound digital interaction as long as they're at least in an Available status.

    • This is also an issue when using External Routing via Salesforce given there is currently not a way to transfer a digital interaction from one Salesforce user to another, nor a way to do so in the Salesforce Genesys Cloud CTI connector. Routing the digital interaction back through the External Routing flow in Genesys appears to be the only solution at this time.

    • Capability exists with Voice interactions and would prove equally as valuable for Digital interactions. Plus, like Transfer to User in Voice flows, it is not ACD dependent.

    #ArchitectureandDesign

    #DigitalChannels


    #ArchitectureandDesign
    #DigitalChannels

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    Brian T. Jones | Ascension | Senior Specialist - Technology
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  • 2.  RE: Inbound Digital Flows: Lack of Transfer to User Action
    Best Answer

    Posted 03-20-2024 22:56
    No replies, thread closed.

    This is only a guess but I imagine this is because those digital interactions are asynchronous where as voice is live. Every agent would then need basically a personal queue setup for each of them.

    However with workitem (task) routing coming out, or with digital interaction parking (also in dev) coming along. Those could give you a means to accomplish what you are after, depending on what APIs they make available for those. 



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    Anton Vroon
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    Original Message


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