Hi All,
We have implemented Last agent routing by using Genesys platform API(to retrieve the last agent for the customer) and 'Transfer to user' functionality of architect.
However, the client has some specific requirements:
1. ACW should be mandatory for the agents. I understand that ACW can be enabled at queue level. Is there any way to enable it for 'Transfer to user' as well?
2. Is reporting available for 'Transfer to user' functionality.
Any workarounds/suggestions would be appreciated.
#Routing(ACD/IVR)------------------------------
Prasoon Pandey
Accenture Solutions Private Limited
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