Genesys Casual

Hi,
I'm not sure this is even possible and I haven't been able to find anything available in the Genesys Resources Center.
What I'm looking for is any information about if it is at all possible to be able to attach notes to an interaction when transferring from one queue to another? So within our contact center we often have to transfer customers from one queue to another and to avoid agents staying on hold waiting for the next queue to answer, what we would like to do is to be able to attach a note to the interaction explaining the reason for the transfer. This would then make that agent ready to take additional calls and reduce handle time. Any information on this would be greatly appreciated.  

#General

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Rhiannon Barnes
Project Implementation
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Greetings Rhiannon!

Perhaps this is what you're looking for: https://help.genesys.cloud/76219/

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Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24
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Original Message:
Sent: 02-26-2026 20:09
From: rhiannon barnes
Subject: Messaging whilst transferring queues

Hi,
I'm not sure this is even possible and I haven't been able to find anything available in the Genesys Resources Center.
What I'm looking for is any information about if it is at all possible to be able to attach notes to an interaction when transferring from one queue to another? So within our contact center we often have to transfer customers from one queue to another and to avoid agents staying on hold waiting for the next queue to answer, what we would like to do is to be able to attach a note to the interaction explaining the reason for the transfer. This would then make that agent ready to take additional calls and reduce handle time. Any information on this would be greatly appreciated.  

#General

------------------------------
Rhiannon Barnes
Project Implementation
------------------------------