Genesys Cloud - Main

We are having an issue that I am curious if anyone else has come across. 

In our CC we currently have multiple Divisions and occasionally need to transfer particular contacts across divisions. In our "US" division, we set up groups with roles so these agents have the ability to transfer contacts to our other divisions (LATAM for example.) We recently deployed our EMEA division and copied the roles from our US group/Division to the EMEA group so that they could also transfer to other divisions, but whenever they search for those queues, nothing pulls up for them. The US Division can transfer to our EMEA queues/division though.

Any thoughts as to what might be preventing that?

Hi Ryan 

verify that the permission below has been assigned.

We are having an issue that I am curious if anyone else has come across. 

In our CC we currently have multiple Divisions and occasionally need to transfer particular contacts across divisions. In our "US" division, we set up groups with roles so these agents have the ability to transfer contacts to our other divisions (LATAM for example.) We recently deployed our EMEA division and copied the roles from our US group/Division to the EMEA group so that they could also transfer to other divisions, but whenever they search for those queues, nothing pulls up for them. The US Division can transfer to our EMEA queues/division though.

Any thoughts as to what might be preventing that?

Thanks Kaio,

My only concern is this one is division aware so wouldn't it prevent you from transferring across divisions?

Hi Ryan 

verify that the permission below has been assigned.

We are having an issue that I am curious if anyone else has come across. 

In our CC we currently have multiple Divisions and occasionally need to transfer particular contacts across divisions. In our "US" division, we set up groups with roles so these agents have the ability to transfer contacts to our other divisions (LATAM for example.) We recently deployed our EMEA division and copied the roles from our US group/Division to the EMEA group so that they could also transfer to other divisions, but whenever they search for those queues, nothing pulls up for them. The US Division can transfer to our EMEA queues/division though.

Any thoughts as to what might be preventing that?

Hi Ryan,

This points more to division scoping on the role assignment than to the role definition itself.

If the EMEA role was copied from US, I would check whether it was assigned only to the EMEA division rather than across the other required divisions. The reason I say that is because the Conversation > Communication > Target permission is used to limit a user's ability to search for and transfer only within the divisions they belong to.

A few related references:
https://community.genesys.com/discussion/conversation-communication-target-enabled-by-default-on-supervisor-outbound-admin-roles
https://community.genesys.com/discussion/prevent-agents-from-transferring-to-queues-in-the-dial-pad

So I would verify on one of the EMEA users:

• whether Conversation > Communication > Target is enabled

• which divisions the role is actually assigned to on the People > Roles page

If that permission is present and the role assignment is scoped only to EMEA, that would explain why queues in other divisions are not showing in transfer search.

Hope this helps.

@Phaneendra Avatapalli Thank you for reaching out. I went through one agents permissions that can't transfer cross divisions and she didn't have the Conversation > Communication > Target. Not sure why the issue still persists since she doesn't have that, but they still can't transfer cross divisions. Any other thoughts?

Hi Ryan,

This points more to division scoping on the role assignment than to the role definition itself.

If the EMEA role was copied from US, I would check whether it was assigned only to the EMEA division rather than across the other required divisions. The reason I say that is because the Conversation > Communication > Target permission is used to limit a user's ability to search for and transfer only within the divisions they belong to.

A few related references:
https://community.genesys.com/discussion/conversation-communication-target-enabled-by-default-on-supervisor-outbound-admin-roles
https://community.genesys.com/discussion/prevent-agents-from-transferring-to-queues-in-the-dial-pad

So I would verify on one of the EMEA users:

• whether Conversation > Communication > Target is enabled

• which divisions the role is actually assigned to on the People > Roles page

If that permission is present and the role assignment is scoped only to EMEA, that would explain why queues in other divisions are not showing in transfer search.

Hope this helps.

Ryan

@Phaneendra Avatapalli Thank you for reaching out. I went through one agents permissions that can't transfer cross divisions and she didn't have the Conversation > Communication > Target. Not sure why the issue still persists since she doesn't have that, but they still can't transfer cross divisions. Any other thoughts?

Hi Ryan,

This points more to division scoping on the role assignment than to the role definition itself.

If the EMEA role was copied from US, I would check whether it was assigned only to the EMEA division rather than across the other required divisions. The reason I say that is because the Conversation > Communication > Target permission is used to limit a user's ability to search for and transfer only within the divisions they belong to.

A few related references:
https://community.genesys.com/discussion/conversation-communication-target-enabled-by-default-on-supervisor-outbound-admin-roles
https://community.genesys.com/discussion/prevent-agents-from-transferring-to-queues-in-the-dial-pad

So I would verify on one of the EMEA users:

• whether Conversation > Communication > Target is enabled

• which divisions the role is actually assigned to on the People > Roles page

If that permission is present and the role assignment is scoped only to EMEA, that would explain why queues in other divisions are not showing in transfer search.

Hope this helps.