LouisDAmbrosio | 2023-06-23 21:36:16 UTC | #1
Hello,
Our Genesys instance is integrated with Salesforce. I have a question about agents transferring to queue. Once an agent picks up an email, they become the case owner. If they transfer the email to another queue, we observed two behaviors:
- they check "transfer workspace" -> the case ownership remains under the initial agent
- they leave "transfer workspace" unchecked -> the case ownership is updated once the next agent picks up the transferred interaction.
Can someone confirm if that it is the case?
John_Carnell | 2023-07-03 13:00:53 UTC | #2
Hi Louis,
This forum is specifically for answering questions about the Genesys Cloud platform APIS and developer technologies. For functional questions, I suggest you post to our Genesys Cloud Knowledge Network here.
Thanks, John Carnell Director, Developer Engagement
John_Carnell | 2023-07-03 13:01:00 UTC | #3
This post was migrated from the old Developer Forum.
ref: 20655