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Improved agent utilization for digital transfers

In this video @John Sunder talks about how to improve agent utilization for digital transfers. Genesys Cloud now ensures that digital interactions in a transfer state do not affect an agent's utilization. With this feature, agents can now handle other digital interactions while they wait...

20240415_FeatureReview_DX_Improved agent utilization for digital transfers_JS.mp4

Discussion Thread 8

Agent Transfer Behavior

Discussion Thread 10

Architect - Transfer to external number