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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
Both Genesys Cloud and Embedded clients will adapt this new digital transfer. See attached presentation for more.
The target to launch of this feature in October 2023.
If you're interested in experiencing this new feature, you can still join this Beta. Beta registration.
#DigitalChannels#Omni-ChannelDesktop/UserInterface
Patrick, thank you adding your comment.Dawn, this feature applies to only agent-to-agent digital transfer. You can continue to be able to transfer digital interactions to a queue as before even after we release this feature. Also note we are not changing voice / call transfer behavior with this feature.
@dawn weston, if you didn't find an answer to your question yet, this thread might be of assistance to you...Transfers to Queue with Scheduling Logic
In the PDF it showed that you wont be able to transfer to someone if they are offline. Would this be able to apply to closed queues as well? Currently we have agents that will transfer a call to a queue during closed hours and we'd like them to not have the ability to transfer to a queue thats closed.