Genesys Cloud - Main

One of our agents reported seeing a message that stated "Skip to alerting interaction" this morning. I was able to see in on her screen recording. I've never seen this message before, and I can't find any mention of it in the Community or Resource Center. Has anyone seen this? What is it? The agent was complaining that she couldn't transfer the current interaction while that message was on her screen.

Hello Dave, 

I recommend opening a support case. This doesnt look like the hold button is behaving as expected. Plus there is no documentation about it. This is an odd behavior. 

After you open a support case please feel free to come back here and post your case number so I can track it internally. I would be curious to see what support says. 

Cheers, 

Original Message:
Sent: 03-03-2026 17:57
From: Dave Halderman
Subject: Skip to alerting interaction?

One of our agents reported seeing a message that stated "Skip to alerting interaction" this morning. I was able to see in on her screen recording. I've never seen this message before, and I can't find any mention of it in the Community or Resource Center. Has anyone seen this? What is it? The agent was complaining that she couldn't transfer the current interaction while that message was on her screen.

I don't see that she received any other interactions of any kind at the time when she saw this on her screen. I saw it twice. Both times, it looked like she may have clicked the Hold button on her current interaction just before that message popped up. Any ideas?

#Routing(ACD/IVR)
#System/PlatformAdministration
#Other

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Dave Halderman
Business Analyst
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