I just wanted to post a follow up to this thread. Szymon was able to get in contact with our Customer Care team. This was their response.
During a consult transfer in Genesys Cloud, all skills associated with the call are automatically removed. This is the standard process for consult transfers. If retaining skills is crucial for your workflow, it's important to note that consult transfers do not preserve skills by default.
If you need to ensure that skills are retained and carried over to the next queue, you might want to consider using a blind transfer instead. Blind transfers do retain and carry over the skills associated with the call.
Currently the feature you are looking for is being voted on through our Product Ideas page: https://genesyscloud.ideas.aha.io/ideas/INB-I-1347
You may cast your vote if you really prefer having this feature.
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In addition to that, you can enable or disable the Strip Skills on Blind Transfer setting within Genesys Cloud.
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Jason Kleitz
Online Community Manager/Moderator
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Original Message:
Sent: 04-09-2025 06:08
From: Szymon Prower
Subject: Language skills maintained on cold transfer between queues but not on consult transfer
Hello Jason,
Thanks a lot for looking into this. Yes, the flow execution history shows that the in-queue call flow finds the appropriate language skill on both cold and consult transfer, although for some reason the consult transfer seems to strip it at some point, and even if the in-queue call flow logic finds it, it doesn't apply it. Following your suggestion I opened a support case ref #0003727785, I hope that Customer Care can help me with this one!
Thanks again and best regards,
Szymon
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Szymon Prower
Solution Engineer
Original Message:
Sent: 04-08-2025 14:09
From: Jason Kleitz
Subject: Language skills maintained on cold transfer between queues but not on consult transfer
Hey Szymon,
That does sound odd. Have you tried to look at the data using Flow Execution History? This will allow you to walk through how certain variables are set and which paths are being taken. If everything looks like it is working properly in your flows, you may need to open up a case with Customer Care to investigate this further on our end. If you do, please let me know what your case number is so that I can help monitor the issue on my end.
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Jason Kleitz
Online Community Manager/Moderator
Original Message:
Sent: 04-07-2025 11:38
From: Szymon Prower
Subject: Language skills maintained on cold transfer between queues but not on consult transfer
Hi Everyone,
My customer wants to keep the language skill requirements while transferring calls in between queues. On the inbound call flow, after the customer chooses their language I set an update data block:
And on the in-queue flow I fetch this data:
This works well when cold-transferring the calls but somehow on consult transfer the language skill requirements are stripped. The call execution history still shows language skill 'found', however the required skill does not appear on the queue activity view in the waiting interactions section and also the calls get routed to users without the required language skill, even with 'all skills matching' set on the queue.
I found a thread with the problem being the other way round: Genesys Cloud - Main
| Genesys | remove preview |
| | Genesys Cloud - Main | | We have our Org setting (Fedramp) setup to strip the skill for blind transfers (turned ON) but when we do blind transfers, the skills seem to still get passed o | | View this on Genesys > |
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but it doesn't really help me.
Does anyone know how to preserve the language skill requirements on consult transfer between queues (or within the same queue)?
Many thanks and best regards,
#Routing(ACD/IVR)
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Szymon Prower
Solution Engineer
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