Genesys Cloud - Main

Recently, there was a change to how agent to agent transfers work that is hindering us.  Before an agent could transfer directly to another user in the system even if they weren't currently on queue/logged in and the item would be waiting for that party when they logged on.  Now it waits for confirmation that it has been accepted before it allows the transfer.  This does not work for our business as there are items that do need to be routed to specific people regardless of their Genesys status.  Are there any ways to disable this restriction?

https://help.mypurecloud.com/articles/transfer-digital-interaction/

#Unsure/Other

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Cedric Harris
PATLive
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We are experiencing this very issue. This is an absolute disaster and needs to be rolled back immediately. None of our agents can transfer to a target (user specifically) that is offline. We have several types of emails that may need to be transferred to a specific user with special skills regardless of whether that agent is online or offline.  I've combed through ALL of the documentation and there is NOTHING about the ability to disable this new "feature". I even see that one of the first comments on this thread was the ability to toggle this behavior. I can work on a temporary solution, but this is not a tenable feature currently. 

Recently, there was a change to how agent to agent transfers work that is hindering us.  Before an agent could transfer directly to another user in the system even if they weren't currently on queue/logged in and the item would be waiting for that party when they logged on.  Now it waits for confirmation that it has been accepted before it allows the transfer.  This does not work for our business as there are items that do need to be routed to specific people regardless of their Genesys status.  Are there any ways to disable this restriction?

https://help.mypurecloud.com/articles/transfer-digital-interaction/

I put in a ticket with Genesys and this is the reply:

"Now it is not possible.
They designed so it won´t transfer to offline/unavailable agents so the interaction won´t get "lost"
It was quite a common issue to transfer interactions to unavailable agents and the interaction got lost in the mailbox.
This is a way to force the users to transfer only to those agents who are available, increasing the chance of the interaction getting treated.
Unfortunately there is no way to roll back or configure in a way to allow them to transfer to offline/unavailable agents."

I hate when companies make universal changes to functionality without considering the users.  At least make this a setting that can be changed as I can see use cases for both sides.

We are experiencing this very issue. This is an absolute disaster and needs to be rolled back immediately. None of our agents can transfer to a target (user specifically) that is offline. We have several types of emails that may need to be transferred to a specific user with special skills regardless of whether that agent is online or offline.  I've combed through ALL of the documentation and there is NOTHING about the ability to disable this new "feature". I even see that one of the first comments on this thread was the ability to toggle this behavior. I can work on a temporary solution, but this is not a tenable feature currently. 

Recently, there was a change to how agent to agent transfers work that is hindering us.  Before an agent could transfer directly to another user in the system even if they weren't currently on queue/logged in and the item would be waiting for that party when they logged on.  Now it waits for confirmation that it has been accepted before it allows the transfer.  This does not work for our business as there are items that do need to be routed to specific people regardless of their Genesys status.  Are there any ways to disable this restriction?

https://help.mypurecloud.com/articles/transfer-digital-interaction/

I'm 100% with you on this.

Genesys have also been known to make these kinds of decisions about "what is best" and then not entertain objections. I agree that these things should be optional / configurable, especially when it's changing functionality already in place.

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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.

Original Message:
Sent: 01-16-2024 09:58
From: Cedric Harris
Subject: Agent to Agent Transfers

I put in a ticket with Genesys and this is the reply:

"Now it is not possible.
They designed so it won´t transfer to offline/unavailable agents so the interaction won´t get "lost"
It was quite a common issue to transfer interactions to unavailable agents and the interaction got lost in the mailbox.
This is a way to force the users to transfer only to those agents who are available, increasing the chance of the interaction getting treated.
Unfortunately there is no way to roll back or configure in a way to allow them to transfer to offline/unavailable agents."

I hate when companies make universal changes to functionality without considering the users.  At least make this a setting that can be changed as I can see use cases for both sides.

------------------------------
Cedric Harris
PATLive

Original Message:
Sent: 01-15-2024 19:51
From: Jonathan LeBlanc
Subject: Agent to Agent Transfers

We are experiencing this very issue. This is an absolute disaster and needs to be rolled back immediately. None of our agents can transfer to a target (user specifically) that is offline. We have several types of emails that may need to be transferred to a specific user with special skills regardless of whether that agent is online or offline.  I've combed through ALL of the documentation and there is NOTHING about the ability to disable this new "feature". I even see that one of the first comments on this thread was the ability to toggle this behavior. I can work on a temporary solution, but this is not a tenable feature currently. 

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Jonathan LeBlanc
Outdoor Network LLC

Original Message:
Sent: 01-15-2024 10:16
From: Cedric Harris
Subject: Agent to Agent Transfers

Recently, there was a change to how agent to agent transfers work that is hindering us.  Before an agent could transfer directly to another user in the system even if they weren't currently on queue/logged in and the item would be waiting for that party when they logged on.  Now it waits for confirmation that it has been accepted before it allows the transfer.  This does not work for our business as there are items that do need to be routed to specific people regardless of their Genesys status.  Are there any ways to disable this restriction?

https://help.mypurecloud.com/articles/transfer-digital-interaction/

#Unsure/Other

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Cedric Harris
PATLive
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