Genesys Cloud - Main

Hi,

Agent A does a consult transfer to agent B and they start a discussion regarding the customer.

Agent B either gets a technical issue or accidently hangs up the call.

Agent A is then connected to the customer again without any information that agent B is gone, except from the transfer dialog being gone.

Agent A could then continue to speak with the customer thinking its agent b, which could result in unwanted results.

My question is: Could if be possible to add a prompt or tone when a call is disconnected so that agent A understands that something happened to the consult transfer with agent B.

You should submit the idea on the Ideas site at Genesys Cloud Ideas Portal (aha.io) to allow others to comment and vote on this.  As you know, there is no such feature now.  @Ricky Phung do you know of a way to easily show this to agents?

Hi,

Agent A does a consult transfer to agent B and they start a discussion regarding the customer.

Agent B either gets a technical issue or accidently hangs up the call.

Agent A is then connected to the customer again without any information that agent B is gone, except from the transfer dialog being gone.

Agent A could then continue to speak with the customer thinking its agent b, which could result in unwanted results.

My question is: Could if be possible to add a prompt or tone when a call is disconnected so that agent A understands that something happened to the consult transfer with agent B.

Hi,

I searched the ideas site and found a suitable request:

https://genesyscloud.ideas.aha.io/ideas/INB-I-1000

Thank you!

You should submit the idea on the Ideas site at Genesys Cloud Ideas Portal (aha.io) to allow others to comment and vote on this.  As you know, there is no such feature now.  @Ricky Phung do you know of a way to easily show this to agents?

Hi,

Agent A does a consult transfer to agent B and they start a discussion regarding the customer.

Agent B either gets a technical issue or accidently hangs up the call.

Agent A is then connected to the customer again without any information that agent B is gone, except from the transfer dialog being gone.

Agent A could then continue to speak with the customer thinking its agent b, which could result in unwanted results.

My question is: Could if be possible to add a prompt or tone when a call is disconnected so that agent A understands that something happened to the consult transfer with agent B.