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  • 1.  Transferring across Divisions

    Posted 4 hours ago

    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?


    #Other

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    Ryan Brown
    Manager Workforce Management
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  • 2.  RE: Transferring across Divisions

    Posted 4 hours ago

    Hi Ryan 

    verify that the permission below has been assigned.



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 3.  RE: Transferring across Divisions

    Posted 4 hours ago

    Thanks Kaio,

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



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    Ryan Brown
    Manager Workforce Management
    ------------------------------

    Original Message


  • 4.  RE: Transferring across Divisions

    Posted 4 hours ago

    That's right.
    If the idea is to "allow", this permission it needs to be assigned to the user's role.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 5.  RE: Transferring across Divisions

    Posted 3 hours ago
    Edited by Phaneendra Avatapalli 3 hours ago

    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.



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