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  • 1.  Restrict Agent Transfer and Conference Options in Genesys Cloud

    Posted 2 days ago

    Dear Team,

    We have agents and supervisors in the Sales division.

    Our requirement is that Sales agents should be able to transfer and conference calls only with supervisors. They should not have the option to transfer or conference calls with:

    • Other agents within the Sales division.
    • Agents belonging to other divisions.

    Could you please confirm whether there is any configuration or feature in Genesys Cloud that can achieve this requirement? If so, could you please share the recommended approach?

    Thank you


    #Routing(ACD/IVR)

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    Muhammed Shaibant
    x
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  • 2.  RE: Restrict Agent Transfer and Conference Options in Genesys Cloud

    Posted 2 days ago
    Hi,
     
    Genesys Cloud does not provide a native way to filter transfer destinations by role or job title, such as showing only users who are supervisors within the same division.
     
    A possible approach would be to create a separate division for the Sales supervisors, for example, "Sales Supervisors," and move the supervisors to that division.
     
    For the Sales agents, you could then create a custom role with the `Conversation > Communication > Target` permission scoped only to the "Sales Supervisors" division. This permission controls which individuals or queues users can search for, transfer to, conference with, or call based on division access.
     
    You could also grant only the required agent transfer permissions, such as:
     
    `Conversation > Communication > blindTransferAgent`
     
    `Conversation > Communication > consultTransferAgent`
     
    This would allow transfers to people while preventing transfers to queues or external contacts, assuming those destination types are not required.
     
    The supervisors can remain in the separate "Sales Supervisors" division while receiving their administrative, analytics, quality, or supervisory roles scoped to the Sales division.
     
    One important point is to review all roles assigned to the agents. Another role containing `Conversation > Communication > Target`, broad division access, or generic transfer permissions could expand the destinations available to them.
     
    I would recommend testing this with one agent and one supervisor first, confirming both transfer and conference behavior before applying it to the complete group.
     
    Useful references:
     
    Manage access to individuals based on division membership:
    https://help.genesys.cloud/articles/manage-access-to-individuals-based-on-division-membership/
     
    Manage transfer permissions for agents:
    https://help.genesys.cloud/articles/manage-transfer-permissions-for-agents/
     
    Assign roles, divisions, licenses, and add-ons:
    https://help.genesys.cloud/articles/assign-roles-divisions-licenses-and-add-ons/
     
    Roles and permissions overview:
    https://help.genesys.cloud/articles/about-roles-permissions/
     
    I hope this helps.



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    Raphael Poliesi
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  • 3.  RE: Restrict Agent Transfer and Conference Options in Genesys Cloud

    Posted 2 days ago

    Yes, it is possible to restrict transfers and conferences to supervisors only in Genesys Cloud, but it requires a configuration using Divisions and Permissions, since there is no native feature that filters by role. The approach recommended by the community is: first, create a Division exclusively for supervisors (e.g., "Sales Supervisors") and move all of them there; then, create a custom Role for the sales agents and, when assigning that role, grant the Conversation > Communication > Target permission, but scope it only to the supervisors' Division, this will make it so that, in the transfer and conference interface, agents can only see and select users from that specific division. Remember to review the other roles that agents have, because if any of them have the same permission scoped to "All Divisions," it could override the restriction; and, of course, test with one agent and one supervisor before rolling it out to production to confirm the behavior works as expected.



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    Camila Meneghini
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