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We're excited to announce and give you a preview of an Improved Digital Transfer experience for the Genesys Cloud Agent and embedded client UI.
Digital channels: Email, SMS, Web Messaging, 3rd Party Messaging and Open messaging
The Benefits of this feature:• Agents will have more visibility to when transfers are accepted• Agents will have the ability to cancel and change the transfer target
This feature is an enhancement to the Agent UI leveraging the New Target Selection UI transfer experience which is releasing separately - community post
We currently target to launch this feature in June 2023.See here for more details.
Is this plugging the black hole when emails are transferred to people not at their desk or that decline the email - where it just disappears for no reason? If so, great news and thank you!!!!
Digital channels:Email, SMS, Web Messaging, 3rd Party Messaging and Open messaging
Yes, indeed this feature is to improve the current digital transfer. One can track this progress from the Genesys Ideas Portal:Don't close an interaction after aborting | Genesys Cloud Ideas Portal
Important notes with respect to voice agent experience:
Please note after this improved digital transfer is GA, both voice and digital interaction transfer will adapt the New Target Selection UI.
Exactly as Robert stated... When this goes live/GA, this will be massive!!!
We are now targeting to release this new digital agent-to-agent transfer feature in October 2023.As a reminder, both Genesys Cloud and Embedded client will adapt this new digital transfer feature.
Genesys Community post: Agent UI Update - Improved Digital Transfer Experience for more information.You can still join this Beta if you're interested in experiencing this feature.
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