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  • 1.  Transferring across Divisions

    Posted 04-22-2026 18:14

    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 04-22-2026 18:27

    Hi Ryan 

    verify that the permission below has been assigned.



    ------------------------------
    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.
    ------------------------------



  • 3.  RE: Transferring across Divisions

    Posted 04-22-2026 18:41

    Thanks Kaio,

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



    ------------------------------
    Ryan Brown
    Manager Workforce Management
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    Original Message


  • 4.  RE: Transferring across Divisions

    Posted 04-22-2026 18:44

    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 04-22-2026 19:26
    Edited by Phaneendra Avatapalli 04-22-2026 19:37

    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.



  • 6.  RE: Transferring across Divisions

    Posted 04-27-2026 12:05

    @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?



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

    Original Message


  • 7.  RE: Transferring across Divisions

    Posted 04-27-2026 13:17

    Ryan

    Also add permission "routing > queue> view" and run a new test.
     
    Remember to refresh the agent page after adding the permission.


    ------------------------------
    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


  • 8.  RE: Transferring across Divisions

    Posted 04-27-2026 14:46

    Kaio,

    They already have this permission enabled and still can't transfer across divisions. I didn't add the target one because that prevents them from transferring across divisions. We had it enabled previously and then removed it and it fixed the issue for our US group, but our EMEA group is having this new issue.

    Ryan



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

    Original Message


  • 9.  RE: Transferring across Divisions
    Best Answer

    Posted 04-27-2026 18:02
    Edited by Cameron Tomlin 04-28-2026 10:17

    Hi Ryan,

    Thank you for the update.

    Since the agent doesn’t have Conversation > Communication > Target, we can rule that out as the restriction. This does point more towards division scoping.

    Based on what you’ve shared, I’d suggest checking the following:

    • Role assignment scope
      - On the user (or group), check the Roles tab and confirm whether the role is assigned to All Divisions or includes US/LATAM
      - If it’s scoped only to EMEA, queues in other divisions won’t appear

    • Routing > Queue > Search
      - Worth double-checking this permission is present, as it controls whether results populate in search

    • Side-by-side comparison
      - Compare a working US user vs an EMEA user, especially the Divisions column in the Roles tab
      - Often the working user has broader division access (e.g., All Divisions)

    Hope that helps and hopefully someone might add more troubleshooting steps here.



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