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 for another agent to accept the transferred digital interaction.

Reslease Notes: https://help.mypurecloud.com/releasenote/april-15-2024/ 

#TAMStudios #FeatureReview #transfers #digital