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Transfers roadmap including new transfer APIs

  • 1.  Transfers roadmap including new transfer APIs

    GENESYS
    Posted 01-31-2024 11:01

    Community members,

    I want to provide an update on our plans around transfer functionality.  There are a number of highly requested ideas in the ideas portal in this area which we have plans to address over time in a number of stages, starting today with the announcement in this week's release notes https://help.mypurecloud.com/releasenote/january-31-2024/ for new transfer APIs and permissions.  This is initially an API only release; more details below.

    New transfer APIs and granular transfer permissions

    The first stage in our transfer roadmap is to introduce permissions for transfers. This is tracked by a number of ideas, which have generally been merged to https://genesyscloud.ideas.aha.io/ideas/INB-I-915.  This is represented on our roadmap as 'Decompose Transfer Permissions into more granular functions'.  When implemented, administrators will be able to configure whether users can perform blind or consult transfers to any other user, any queue or any external contact.  Controlling transfers to specific queues (by schedule, media type, or by excluding/including specific queues) is not part of the scope of this feature, however this is foundational work which will allow us to progress those other features.

    Because our transfer APIs don't currently have any permissions associated, to implement this feature we've had to bring in new APIs with their own permissions.  Those new APIs and permissions will be released this week under https://genesyscloud.ideas.aha.io/ideas/CEIH-I-71 'Transfer APIs which have permissions to restrict transfers to queue, users or external contacts', and can be used by any third party transfer tools which are in use. 

    New transfer APIs:

    • POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/agent
    • POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/external
    • POST /api/v2/conversations/{conversationId}/participants/{participantId}/replace/queue
    • POST api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/agent
    • POST api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/queue
    • POST api/v2/conversations/calls/{conversationId}/participants/{participantId}/consult/external

    New granular transfer permissions:

    • conversation>communication>blindTransfer
    • conversation>communication>consultTransfer
    • conversation>communication>blindTransferAgent
    • conversation>communication>blindTransferQueue
    • conversation>communication>blindTransferExternal
    • conversation>communication>consultTransferAgent
    • conversation>communication>consultTransferQueue
    • conversation>communication>consultTransferInternal

    When the new APIs are initially released, the transfer functions in the user interface will not immediately be updated to use those APIs.  This is because we first need to run an automated backfill of the new permissions to the Employee user role, so that on moving to the new APIs, there will be no loss of functionality for users performing transfers.  That may not catch all users currently performing transfers (for example, where organizations have removed the Employee role from their users).  This may necessitate us engaging with some organizations to ensure the required permissions are put in place for any custom roles.

    Once we're sure that all roles currently performing transfers across all GC orgs have the new permissions, we'll then be able to update the transfer functions in the Genesys Cloud user interface to point at the new APIs.  Because all the roles currently performing transfers will have the new permissions, there will be no loss of functionality for agents, or indeed any difference at all in capability from before the update.  

    At that point, administrators will be able to remove any permissions which they don't want agents to have.  For example where an agent should be restricted from blind transfers to other agents or external contacts, the administrator would remove the conversation>communication>blindTransfer permission, and add the conversation>communication>blindTransferQueue permission.  The update of the user interfaces (agent UI and embedded client/embedded framework) to use the new APIs will be tracked by https://genesyscloud.ideas.aha.io/ideas/INB-I-915 (please check the merged ideas if you're tracking a different Idea reference).

    So to summarize the plan here:

    1. https://genesyscloud.ideas.aha.io/ideas/CEIH-I-71 releases new transfer APIs and permissions (In progress)
    2. Genesys runs automated backfill of new permissions to all roles currently doing transfers (in progress)
      1. This step may involve us needing to work with specific customers to ensure all roles are backfilled, and so may take a number of weeks
    1. Genesys updates transfer UIs to use the new transfer APIs (timing TBC) and releases under https://genesyscloud.ideas.aha.io/ideas/INB-I-915

    Roadmap for transfer functionality  

    On completion of this work, we'll progress to other areas of the transfer roadmap, to include:

    I hope with this progression we'll be addressing some of the core challenges you're all facing with transfers.  I appreciate your continued feedback on how we can improve Genesys Cloud in this area.


    #Roadmap/NewFeatures

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    David Farrell
    Genesys - Employees
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  • 2.  RE: Transfers roadmap including new transfer APIs

    Posted 01-31-2024 15:49

    Hi David, thanks.  This is an excellent update and much appreciated.  This is the level of comms we're all hoping to see across the board :)



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    Vaun McCarthy
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  • 3.  RE: Transfers roadmap including new transfer APIs

    Posted 02-19-2024 15:24

    Do we have any release dates for the above?



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    Clayton Curtis
    Enova Online Services, Inc.
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  • 4.  RE: Transfers roadmap including new transfer APIs

    GENESYS
    Posted 02-21-2024 11:34

    Hi Clayton - I'm targeting around the end of April.  We're still on step 2 above.



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    David Farrell
    Genesys - Employees
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