Genesys Cloud - Main

Hi Team ...

We have a Customer who wants Agents in different Divisions but to have access to common set of Queues. Consider the following scenario:

• Division A has Queue A and Queue B
• Division B has Agent B; all Roles are scoped to Division B only

Issue:

• Agent B can handle an Interaction in Queue B based on Queue Membership (across Divisions)
• HOWEVER, Agent is unable to transfer the Interaction to Queue A, since it does not appear in the Transfer 'Search' box

We created a temporary Role with only the 'Routing > Queue > Search' permission for Division A, and applied to Agent B, but no luck.

Possibly also need Routing > Queue > View ? Others?

Any comments / thoughts greatly appreciated :)

Cheers,
Mal.
#Routing(ACD/IVR)
#Unsure/Other

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Thanks and regards,
Malcolm Green
Nexon Asia Pacific Pty. Ltd.
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Hi Malcolm
Could you add a script to the queue with a button to transfer the call?

Kind Regards

Phil

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Philip Thys
British Telecommunications PLC
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Thanks for the suggestion Philip - will give it a try.

In the mean time, we did further testing and confirmed our original suspicion; the following Permission combination seems to works:

• Conversation > Communication > Target = NO
• Routing > Queue > Search = YES
• Routing > Queue > View = YES

However, now it seems that the 'View Details' link is shown, but inactive, for those Queues that are not in the Agent's Division.

Weird ... testing in progress.

Cheers,

Mal.

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Thanks and regards,
Malcolm Green
Nexon Asia Pacific Pty. Ltd.
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Original Message:
Sent: 02-08-2023 03:06
From: Philip Thys
Subject: Queues and Agents from Different Divisions

Hi Malcolm
Could you add a script to the queue with a button to transfer the call?

Kind Regards

Phil

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Philip Thys
British Telecommunications PLC
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