Genesys Cloud - Main

Do anyone have a solution to if an agent transfer a workitem to a new queue. I would like to get new configuration with skill, priority for this workitem. Since there is no in-queue flow for workitem I'm looking for another way. I have used a status change on the workitem before transfer it to a a queue. This status change remove skill from the interaction. But it runs before the agent manage to transfer to new queue. Therefor the queueid is the old queue.

Wass looking into to triggers. I found a trigger for task management. This work without filter, but I want it to only trigger when a transfer is done. Looks like the status on the interaction changes to unassigned so I though of using that, but it doesn't trigger.

Anyone have som tips?

#DigitalChannels
#Routing(ACD/IVR)

------------------------------
Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
------------------------------

Hi Eystein,

I would first look at Workitem Flows before trying to solve this with Task Management triggers.

Unlike voice, messaging, or email, Workitems do not have In-Queue Flows, but Genesys provides dedicated Workitem Flows that can automate workitem processing throughout its lifecycle. Workitem Flows can read and update workitem attributes, priority, status, assignee, and even transfer workitems to users or queues. They can also execute automatically based on workitem events such as status changes.

One thing that caught my attention in your design is that you're updating the status before the transfer occurs. At that point, the workitem is still associated with the original queue, which explains why you're retrieving the old queueId.

Instead of trying to act before the transfer, I would investigate whether you can:

• Transfer the workitem first.
• Use a status transition after the transfer is completed.
• Trigger a Workitem Flow from that status change.
• Recalculate priority, skills, or other attributes based on the current queue assignment.

I haven't found documentation indicating that a queue transfer itself directly triggers a dedicated event that can be filtered natively, so I'd be cautious about relying on Task Management triggers for transfer detection alone.

If Workitem Flows cannot provide the exact event timing you need, then an event-driven approach using APIs and external automation may be required. However, I would exhaust the Workitem Flow capabilities first since they are the native mechanism designed for workitem lifecycle automation.

https://help.dev-genesys.cloud/articles/work-with-workitem-flows/

------------------------------
Gabriel Garcia
NA
------------------------------

There is one problem. If you transfer using the transfer button and select a queue the workitem is transferred and removed from agent. You are then not able to change the status.

------------------------------
Eystein Kylland
Systemutvikler Genesys Applikasjonsspesialist
------------------------------

Original Message:
Sent: 06-02-2026 09:47
From: Gabriel Garcia
Subject: Problem when transfer a workitem to a new queue

Hi Eystein,

I would first look at Workitem Flows before trying to solve this with Task Management triggers.

Unlike voice, messaging, or email, Workitems do not have In-Queue Flows, but Genesys provides dedicated Workitem Flows that can automate workitem processing throughout its lifecycle. Workitem Flows can read and update workitem attributes, priority, status, assignee, and even transfer workitems to users or queues. They can also execute automatically based on workitem events such as status changes.

One thing that caught my attention in your design is that you're updating the status before the transfer occurs. At that point, the workitem is still associated with the original queue, which explains why you're retrieving the old queueId.

Instead of trying to act before the transfer, I would investigate whether you can:

• Transfer the workitem first.
• Use a status transition after the transfer is completed.
• Trigger a Workitem Flow from that status change.
• Recalculate priority, skills, or other attributes based on the current queue assignment.

I haven't found documentation indicating that a queue transfer itself directly triggers a dedicated event that can be filtered natively, so I'd be cautious about relying on Task Management triggers for transfer detection alone.

If Workitem Flows cannot provide the exact event timing you need, then an event-driven approach using APIs and external automation may be required. However, I would exhaust the Workitem Flow capabilities first since they are the native mechanism designed for workitem lifecycle automation.

https://help.dev-genesys.cloud/articles/work-with-workitem-flows/

------------------------------
Gabriel Garcia
NA
------------------------------