Genesys Cloud - Main

Hi Genesys Community,

I need help fixing an agent behaviour problem.

We manage several queues with different schedules. Sometimes, agents blind transfer customers to queues that already closed for the day.

This frustrates customers. They speak to the first agent, expect a transfer, and immediately hear a closed message.

I want to prevent this. Ideally, the system disables the transfer button or warns the agent when they select a closed queue.

Have you fixed this issue? I appreciate your advice.

Hello Philip,

One way we've done this before is:

• We added a consult transfer combo to the script, with all the queues in it, and when the agent select a queue from this combo, this transfer is sent to a flow that checks the queue's business hours. 
• If the queue in question is outside its business hours, the agent hears this message and returns to the customer.
• If the queue is open, the agent actually completes the transfer.

If you do it via blind transfer, the customer will be the one hearing the out-of-hours message, and the interaction will be ended instead of remaining in the queue.

I hope this helps you.

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Camila Meneghini
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I agree with Camila - using a consult transfer to an Architect flow feels like the cleanest approach for this requirement.

It lets the flow evaluate the destination queue's actual Schedule Group before the transfer is completed. If the queue is closed, the agent hears the message and can return to the customer; if it's open, the transfer can continue.

That avoids duplicating schedule logic elsewhere and, most importantly, prevents the customer from being blindly transferred into a closed queue.

Good Day Philip

Just to add on what Camila has mentioned.

There is currently an idea on the Ideas portal, status is "Future consideration - https://genesyscloud.ideas.aha.io/ideas/CEIH-I-221 
I would suggest also voting on this if possible,

Regards

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Stephan Taljaard
EMBEDIT s.r.o
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Hi @Stephan Taljaard,

Thank you for the information.

When I clicked your link, it didn't open, so I copied it and pasted it into the browser. I noticed there was a "." at the end of the link, which was causing the issue.

I was able to open it now, and I'll vote for the idea because having native control over this would be really useful.

Hi @Camila Meneghini

Thank you, must have been a copy/paste error on my side.  I removed the "." from the link in the chat and tested.

Have a nice day.

Regards

Thank you 😊