Genesys Cloud - Main

Hello guys,

i'm facing with a singular issue...

We are testing in our enviroment the queue transfer, multiple queue transfer..we verified that after X transfer the interaction still in a singular state and it does not enter to. the available agent.

SCENARIO:

interaction inbound message flow -> here there is the transfer to ACD to Q1

Q1 is a queue without agents with an in-queue message flow -> here there is same check and then there is the transfer to ACD to Q11

Q11 is a queue with agents so the interaction routed to the first available agent 

agent via script make a blind transfer to Q2

Q2 is a queue without agents with an in-queue message flow -> here there is same check and then there is the transfer to ACD to Q22

Q22 is a queue with agents so the interaction routed to the first available agent

agent via script make a blind transfer to Q3

ecc.....

We verified that this ping pong is limited and when this limit is reached up the interaction still in the queue and it has not been routed to the agent.

Anyone with the same issue?

Not really following where the problem is.  There are so many different variables between scrips, transfers, skills, and other factors that are involved.  I think a better question is why you are doing all these transfers.  You should be doing bullseye or preferred agent routing or at least containing the calls without all the transfers. 

Hello guys,

i'm facing with a singular issue...

We are testing in our enviroment the queue transfer, multiple queue transfer..we verified that after X transfer the interaction still in a singular state and it does not enter to. the available agent.

SCENARIO:

interaction inbound message flow -> here there is the transfer to ACD to Q1

Q1 is a queue without agents with an in-queue message flow -> here there is same check and then there is the transfer to ACD to Q11

Q11 is a queue with agents so the interaction routed to the first available agent 

agent via script make a blind transfer to Q2

Q2 is a queue without agents with an in-queue message flow -> here there is same check and then there is the transfer to ACD to Q22

Q22 is a queue with agents so the interaction routed to the first available agent

agent via script make a blind transfer to Q3

ecc.....

We verified that this ping pong is limited and when this limit is reached up the interaction still in the queue and it has not been routed to the agent.

Anyone with the same issue?

We are migrating from another CcaaS platform to Genesys Cloud..

We need to do it for several requirements and use cases:

1. there is not an "inactive" interaction status -> we use queue (that we named LIMBO) to park the interaction that wait for a customer reply....
2. there is no chance to choose in the configuration queue the list of queue available for the transfer -> we need to use custom script to transfer via technical queue
3. there is no chance to balance the interaction in a queue cross division after an agent transfer -> we use in queue flow with technical queue to understand the best queue based on EWT
4. ....

But the most important question is: is there a limit on the transfer onces? 

Not really following where the problem is.  There are so many different variables between scrips, transfers, skills, and other factors that are involved.  I think a better question is why you are doing all these transfers.  You should be doing bullseye or preferred agent routing or at least containing the calls without all the transfers. 

Hello guys,

i'm facing with a singular issue...

We are testing in our enviroment the queue transfer, multiple queue transfer..we verified that after X transfer the interaction still in a singular state and it does not enter to. the available agent.

SCENARIO:

interaction inbound message flow -> here there is the transfer to ACD to Q1

Q1 is a queue without agents with an in-queue message flow -> here there is same check and then there is the transfer to ACD to Q11

Q11 is a queue with agents so the interaction routed to the first available agent 

agent via script make a blind transfer to Q2

Q2 is a queue without agents with an in-queue message flow -> here there is same check and then there is the transfer to ACD to Q22

Q22 is a queue with agents so the interaction routed to the first available agent

agent via script make a blind transfer to Q3

ecc.....

We verified that this ping pong is limited and when this limit is reached up the interaction still in the queue and it has not been routed to the agent.

Anyone with the same issue?

So nobody has this issue with digital interaction....
Is there any requirement about the queue or flow that limit this feature?
Is there a limit about the lenght of participant data?
i will try to open a ticket to understand but i cannot believe that nobody has this issue...

We are migrating from another CcaaS platform to Genesys Cloud..

We need to do it for several requirements and use cases:

1. there is not an "inactive" interaction status -> we use queue (that we named LIMBO) to park the interaction that wait for a customer reply....
2. there is no chance to choose in the configuration queue the list of queue available for the transfer -> we need to use custom script to transfer via technical queue
3. there is no chance to balance the interaction in a queue cross division after an agent transfer -> we use in queue flow with technical queue to understand the best queue based on EWT
4. ....

But the most important question is: is there a limit on the transfer onces? 

Not really following where the problem is.  There are so many different variables between scrips, transfers, skills, and other factors that are involved.  I think a better question is why you are doing all these transfers.  You should be doing bullseye or preferred agent routing or at least containing the calls without all the transfers. 

Hello guys,

i'm facing with a singular issue...

We are testing in our enviroment the queue transfer, multiple queue transfer..we verified that after X transfer the interaction still in a singular state and it does not enter to. the available agent.

SCENARIO:

interaction inbound message flow -> here there is the transfer to ACD to Q1

Q1 is a queue without agents with an in-queue message flow -> here there is same check and then there is the transfer to ACD to Q11

Q11 is a queue with agents so the interaction routed to the first available agent 

agent via script make a blind transfer to Q2

Q2 is a queue without agents with an in-queue message flow -> here there is same check and then there is the transfer to ACD to Q22

Q22 is a queue with agents so the interaction routed to the first available agent

agent via script make a blind transfer to Q3

ecc.....

We verified that this ping pong is limited and when this limit is reached up the interaction still in the queue and it has not been routed to the agent.

Anyone with the same issue?

I understood the issue. For message and email there is a limit set by Architect:

In-queue flows overview - Genesys Cloud Resource Center (mypurecloud.com)

Note: For email and message flows, Architect limits the number of in-queue flows that open for a particular email or message interaction to 10. This limitation prevents the interaction size from increasing due to the launch of a new flow each time a Transfer to ACD action runs. The problem can occur when the target queue is the current queue.

So now i'm happy because "i know my issue" but....it's very limiting! 
Is there any way to understand how disable this limit or to change 10 in 50 or 100?
I think i will open a case on this. 

So nobody has this issue with digital interaction....
Is there any requirement about the queue or flow that limit this feature?
Is there a limit about the lenght of participant data?
i will try to open a ticket to understand but i cannot believe that nobody has this issue...

We are migrating from another CcaaS platform to Genesys Cloud..

We need to do it for several requirements and use cases:

1. there is not an "inactive" interaction status -> we use queue (that we named LIMBO) to park the interaction that wait for a customer reply....
2. there is no chance to choose in the configuration queue the list of queue available for the transfer -> we need to use custom script to transfer via technical queue
3. there is no chance to balance the interaction in a queue cross division after an agent transfer -> we use in queue flow with technical queue to understand the best queue based on EWT
4. ....

But the most important question is: is there a limit on the transfer onces? 

Not really following where the problem is.  There are so many different variables between scrips, transfers, skills, and other factors that are involved.  I think a better question is why you are doing all these transfers.  You should be doing bullseye or preferred agent routing or at least containing the calls without all the transfers. 

Hello guys,

i'm facing with a singular issue...

We are testing in our enviroment the queue transfer, multiple queue transfer..we verified that after X transfer the interaction still in a singular state and it does not enter to. the available agent.

SCENARIO:

interaction inbound message flow -> here there is the transfer to ACD to Q1

Q1 is a queue without agents with an in-queue message flow -> here there is same check and then there is the transfer to ACD to Q11

Q11 is a queue with agents so the interaction routed to the first available agent 

agent via script make a blind transfer to Q2

Q2 is a queue without agents with an in-queue message flow -> here there is same check and then there is the transfer to ACD to Q22

Q22 is a queue with agents so the interaction routed to the first available agent

agent via script make a blind transfer to Q3

ecc.....

We verified that this ping pong is limited and when this limit is reached up the interaction still in the queue and it has not been routed to the agent.

Anyone with the same issue?