Hi Qan,
An In-Queue call flow is a type of flow you can configure using Architect to define the actions that will happen to the call when a call is transferred from an Inbound Call flow to a queue. You can define which In-Queue call flow will be executed (if all agents are busy) under the queue settings or in the Transfer to ACD action from the Inbound Flow.
If you are new to Genesys Cloud, I would like to recommend the Genesys Beyond training where those topics are covered through the courses available in the catalog. You need a subscription to have access to the training material.
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Rafael Marciano BELISRCIANO
Genesys - Employees
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Original Message:
Sent: 06-28-2024 14:31
From: Qan T
Subject: What is the difference between setting the "in-queue flow" in the Queues voice tab and in Architect "transfer to ACD"?
Hi Breno,
What are the scenarios a call would be transferred through flow? Would it be a call coming from another flow?
Same question with calls transferred directly to a queue, would that transfer be initiated by a agent using the transfer button?
I'm trying to see if there is a best practice for setting in-queue transfers. Thx.
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Qan T
Vibrant Emotional Health
Original Message:
Sent: 06-27-2024 15:42
From: Breno Canyggia Ferreira Marreco
Subject: What is the difference between setting the "in-queue flow" in the Queues voice tab and in Architect "transfer to ACD"?
Hi Quan,
When you transfer a call through Flow, you can use In-Queue Call Flow in Flow Architect (CallFlow > Queue). When you transfer one interaction direct queue (user > queue), you can configure in the queue what the in-queue you want to use.
Att,
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Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/
Original Message:
Sent: 06-27-2024 13:28
From: Qan T
Subject: What is the difference between setting the "in-queue flow" in the Queues voice tab and in Architect "transfer to ACD"?
Which one should be used when sending a call to a In-queue flow?
Queues configuration
Architect transfer to ACD
#PlatformAdministration
#Unsure/Other
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Qan T
Vibrant Emotional Health
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