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  • 1.  Limit Agent Transfer Capability

    Posted 08-11-2025 03:50
    No replies, thread closed.

    Hello all

    We need to find the correct balance of agent permissions to enable the following

    NOT able to search and select any destination they choose from the top-of-screen contact search box
    CAN complete transfers and consults from configured buttons on the Agent Script 

    We are quite strict (and slio'd) meaning that we don't to have agents from one area (eg Customer Care) sending calls to another area (eg Collections)

    First time poster, so what additional information would be helpful ?

    thanks!

    Alex


    #Telephony

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    Alex Whyatt
    Scrum Master
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  • 2.  RE: Limit Agent Transfer Capability
    Best Answer

    Posted 08-11-2025 06:08
    No replies, thread closed.

    Hi Alex,

    You could use Access Control to limit what agents have access to: About access control

    The following permissions are what give users access to certain features:

    • Directory > User > View - Allows agents to search the org's user directory
    • Routing > Queue > View - Allows agents to search/select queues

    There is also an idea on the Genesys Cloud Product Ideas Lab: Granular Transfer Permissions ( Blind and Consult ) to Better Control Transfer Behavior that has a longer term aim of being able to reduce transfer destinations



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Limit Agent Transfer Capability

    Posted 08-20-2025 03:39
    No replies, thread closed.

    Hi Samuel, just to add on, if the General Employee Permission is not set and Directory User View is removed, users will not be able to work on GC.
    They will get permission error on login.

    Also, if user view is removed, users will not be able to do conference calls.

    Granular permissions as per the Idea is coming very "soon" i believe.



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    Dewald Smit
    Systems Consultant (CX Engineer)
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    Original Message


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