Genesys Cloud - Main

Dear Team,

When transferring calls from an inbound agent to another queue, the inbound agent should be able to provide a transfer reason that can be displayed on the outbound agent's script screen.

Could you please confirm whether this can be implemented? Additionally, any suggestions or recommendations from the team would be appreciated.

Looking forward to your suggestions and recommendations.

Regards,
Shaiban

Hi Muhammed,

From my understanding, this should be achievable.

If the requirement is for the receiving agent's Script to automatically display the transfer reason, one possible approach would be:

- The transferring agent selects or enters a transfer reason in the Agent Script
- A custom action/Data Action/Function updates the conversation Participant Data
- The receiving agent's Script reads and displays that Participant Data value

Another option worth considering is using Genesys Interaction Notes:
Enter notes for an interaction - https://help.genesys.cloud/articles/enter-notes-for-an-interaction/

If the goal is mainly to provide context between agents during the transfer, this may actually be the simplest operational approach. However, if the value needs to automatically appear inside the receiving agent's Script, then Participant Data would likely be the better fit.

Hope this helps.