Genesys Cloud - Main

Hi,

We are using outbound campaigns as a task management tool for our agents in addition to outbound calls (outbound preview with skip). It's not perfect, but works quite well to track agent performance in non-communication work tasks.

In addition to task information etc. we provide the agent with two options in the agent script we have built:
- Task completed (a button that skips the call with a predefined wrapup)
- Task not completed (blind transfer to the same queue)

Task not completed is used when the agent is not able to handle the assignment. This is highly important for us to measure since we want to monitor skills and cherry picking.

However, when using the blind transfer option, the interaction might be sent to the same agent since it's sent to the same queue and require the same skillsets.

Anyone who have an idea of how we can route the interaction to the same skillsets/queue but defer the agent who transferred the call?