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Agent-to-agent consult and warm transfer for messaging interactions

In this video @Hiroyuki Sato talks about Agent-to-agent consult and warm transfer for messaging interactions Agents can now open an internal consult session with another agent over messaging before they transfer an interaction. This enhancement enables agents to share context and...

Library Entry

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