Genesys Cloud - Main

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

Hey Rick,

Thank you for that info! Please keep us posted when this is officially scheduled for future release.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 04-28-2025 14:14
From: Ricky Phung
Subject: Voice consult UI improvement and new digital consult and warm transfer feature

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Absolutely! We're excited about the new digital warm transfer feature and improvements for voice consultation.

------------------------------
Rick Phung
Genesys - Employees

Original Message:
Sent: 04-29-2025 16:22
From: Jason Kleitz
Subject: Voice consult UI improvement and new digital consult and warm transfer feature

Hey Rick,

Thank you for that info! Please keep us posted when this is officially scheduled for future release.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 04-28-2025 14:14
From: Ricky Phung
Subject: Voice consult UI improvement and new digital consult and warm transfer feature

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Hi Ricky,

The voice portion of this appears to have been released with the opt-in removal of the Multi-panel agent workspace this week but not referenced in the release notes.

Absolutely! We're excited about the new digital warm transfer feature and improvements for voice consultation.

------------------------------
Rick Phung
Genesys - Employees

Original Message:
Sent: 04-29-2025 16:22
From: Jason Kleitz
Subject: Voice consult UI improvement and new digital consult and warm transfer feature

Hey Rick,

Thank you for that info! Please keep us posted when this is officially scheduled for future release.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 04-28-2025 14:14
From: Ricky Phung
Subject: Voice consult UI improvement and new digital consult and warm transfer feature

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Hi Richard, Could you share a screenshot of what you're seeing?

Hi Ricky,

The voice portion of this appears to have been released with the opt-in removal of the Multi-panel agent workspace this week but not referenced in the release notes.

Absolutely! We're excited about the new digital warm transfer feature and improvements for voice consultation.

------------------------------
Rick Phung
Genesys - Employees

Original Message:
Sent: 04-29-2025 16:22
From: Jason Kleitz
Subject: Voice consult UI improvement and new digital consult and warm transfer feature

Hey Rick,

Thank you for that info! Please keep us posted when this is officially scheduled for future release.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 04-28-2025 14:14
From: Ricky Phung
Subject: Voice consult UI improvement and new digital consult and warm transfer feature

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Hi Ricky,

I've completed some more testing. I believe I was mistaken and the consultant portion has not yet updated.

Hi Richard, Could you share a screenshot of what you're seeing?

Hi Ricky,

The voice portion of this appears to have been released with the opt-in removal of the Multi-panel agent workspace this week but not referenced in the release notes.

Absolutely! We're excited about the new digital warm transfer feature and improvements for voice consultation.

------------------------------
Rick Phung
Genesys - Employees

Original Message:
Sent: 04-29-2025 16:22
From: Jason Kleitz
Subject: Voice consult UI improvement and new digital consult and warm transfer feature

Hey Rick,

Thank you for that info! Please keep us posted when this is officially scheduled for future release.

------------------------------
Jason Kleitz
Online Community Manager/Moderator

Original Message:
Sent: 04-28-2025 14:14
From: Ricky Phung
Subject: Voice consult UI improvement and new digital consult and warm transfer feature

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

Hi Ricky, would you know if, with this new feature we will be able to gather the consult talk time for both and target agents from API endpoints such as: /api/v2/analytics/conversations/details, /api/v2/analytics/conversations/details/query, /api/v2/conversations/calls/{conversationId}?

How should this enhancement impact on the responses of API endpoints mentioned above, in scenarios with simple consultations and two-step transfers?

This question is because a customer has (and uses) this metric in their current Genesys Engage environment (through Info Mart), and we don't have a way to get it in GC.

Regards,

Rodrigo Martins

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

@Rodrigo Martins Yes, you could get that data from the conversation details either via /api/v2/analytics/conversations/details or /api/v2/analytics/conversations/details/query. You would be able to see the presence of a consult based on the consult metrics we added (nConsult, nConsultTransferred), you would be able to see the agent that initiated the consult (and when that started), you can also see the other agent that is the target of the consult. With that you can extract the talk time whichever way you want it. That's the same as for voice consults. 

Hi Ricky, would you know if, with this new feature we will be able to gather the consult talk time for both and target agents from API endpoints such as: /api/v2/analytics/conversations/details, /api/v2/analytics/conversations/details/query, /api/v2/conversations/calls/{conversationId}?

How should this enhancement impact on the responses of API endpoints mentioned above, in scenarios with simple consultations and two-step transfers?

This question is because a customer has (and uses) this metric in their current Genesys Engage environment (through Info Mart), and we don't have a way to get it in GC.

Regards,

Rodrigo Martins

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

Hi Ricky!

Love this feature, can I please check, will this include transfers to a queue and then consult with the next available agent? Currently when we transfer messages it's per queue rather than agent.

Also what if that agent is at their utilization threshold? E.g. set to take 2 messages but then I want to consult with them too?

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

@Shauna Gibson,

My apology for very late response. This release focuses on agent-agent consult. Agent to queue is on our roadmap.

Since agent-agent does not involve routing, utilization threshold does not impact second agent's ability to receive the consult request from the first agent.

Hi Ricky!

Love this feature, can I please check, will this include transfers to a queue and then consult with the next available agent? Currently when we transfer messages it's per queue rather than agent.

Also what if that agent is at their utilization threshold? E.g. set to take 2 messages but then I want to consult with them too?

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

Hi @Ricky Phung,

This release has included a behaviour change to consult transfers hiding the "transfer" button until the call is answered. Can we get that button back please? We have a large number of scripts that have shortcuts using consult transfer as the action but agents can choose to wait for answer or complete the transfer. We now have to change all our buttons to blind transfers and agents now have to do manual consult transfers which is a backward step in efficiency I'm afraid.

The differing behaviour when consult transferring to a queue where it shows the "transfer" button if no idle agents is causing confusion with agents as well.

Thanks,

Travers

@Shauna Gibson,

My apology for very late response. This release focuses on agent-agent consult. Agent to queue is on our roadmap.

Since agent-agent does not involve routing, utilization threshold does not impact second agent's ability to receive the consult request from the first agent.

Hi Ricky!

Love this feature, can I please check, will this include transfers to a queue and then consult with the next available agent? Currently when we transfer messages it's per queue rather than agent.

Also what if that agent is at their utilization threshold? E.g. set to take 2 messages but then I want to consult with them too?

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

@Travers Dunne, the behavior described happening currently? The feature described in this post is not released yet. Could you could clarify and let me know when this behavior appeared?

Hi @Ricky Phung,

This release has included a behaviour change to consult transfers hiding the "transfer" button until the call is answered. Can we get that button back please? We have a large number of scripts that have shortcuts using consult transfer as the action but agents can choose to wait for answer or complete the transfer. We now have to change all our buttons to blind transfers and agents now have to do manual consult transfers which is a backward step in efficiency I'm afraid.

The differing behaviour when consult transferring to a queue where it shows the "transfer" button if no idle agents is causing confusion with agents as well.

Thanks,

Travers

@Shauna Gibson,

My apology for very late response. This release focuses on agent-agent consult. Agent to queue is on our roadmap.

Since agent-agent does not involve routing, utilization threshold does not impact second agent's ability to receive the consult request from the first agent.

Hi Ricky!

Love this feature, can I please check, will this include transfers to a queue and then consult with the next available agent? Currently when we transfer messages it's per queue rather than agent.

Also what if that agent is at their utilization threshold? E.g. set to take 2 messages but then I want to consult with them too?

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

Hi Rick,

It started affecting our org with the release on Aug 11 - the consult voice UI changed as part of the Multipanel Workspace release - and visually it is fine.

However the call behaviour also changed. The system now hides the "transfer" button until the consult transfer destination answers - so agents cannot choose to complete the transfer whilst in the dialing segment. This can be 20 seconds or more if the consult destination does not answer and a voicemail system engages. For our teams that complete a lot of transfers that extra time starts to add up.

The flow on issue with this change is all our agent scripts use consult transfer for quick transfer shortcuts, giving the agents both blind and consult transfer functionality in a single shortcut button - this is now lost and we need to change them to blind transfer and agents now have to use the manual process for consult transfers which is slower than the agent script implementation - and introduces potential error.

Lastly - when doing a consult transfer to a queue it will also not show the "transfer" button if the call is being offered to an agent in the destination queue, leaving the agent to hear the in-queue IVR. If there is no agent to offer the call to it will show the "transfer" button. It is both this changing presentation and also the inability to complete transfer prior to the consult destination answering that we are getting requests to "revert back to previous version" unfortunately (which we know is not possible).

If the "transfer" button could be made visible on consult transfers during all dialling segments like before that would be greatly appreciated :)

Thanks,

Travers

@Travers Dunne, the behavior described happening currently? The feature described in this post is not released yet. Could you could clarify and let me know when this behavior appeared?

Hi @Ricky Phung,

This release has included a behaviour change to consult transfers hiding the "transfer" button until the call is answered. Can we get that button back please? We have a large number of scripts that have shortcuts using consult transfer as the action but agents can choose to wait for answer or complete the transfer. We now have to change all our buttons to blind transfers and agents now have to do manual consult transfers which is a backward step in efficiency I'm afraid.

The differing behaviour when consult transferring to a queue where it shows the "transfer" button if no idle agents is causing confusion with agents as well.

Thanks,

Travers

@Shauna Gibson,

My apology for very late response. This release focuses on agent-agent consult. Agent to queue is on our roadmap.

Since agent-agent does not involve routing, utilization threshold does not impact second agent's ability to receive the consult request from the first agent.

Hi Ricky!

Love this feature, can I please check, will this include transfers to a queue and then consult with the next available agent? Currently when we transfer messages it's per queue rather than agent.

Also what if that agent is at their utilization threshold? E.g. set to take 2 messages but then I want to consult with them too?

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

Thanks Travers for detail description. I'll reach out to team who worked on Multipanel Workspace.

Hi Rick,

It started affecting our org with the release on Aug 11 - the consult voice UI changed as part of the Multipanel Workspace release - and visually it is fine.

However the call behaviour also changed. The system now hides the "transfer" button until the consult transfer destination answers - so agents cannot choose to complete the transfer whilst in the dialing segment. This can be 20 seconds or more if the consult destination does not answer and a voicemail system engages. For our teams that complete a lot of transfers that extra time starts to add up.

The flow on issue with this change is all our agent scripts use consult transfer for quick transfer shortcuts, giving the agents both blind and consult transfer functionality in a single shortcut button - this is now lost and we need to change them to blind transfer and agents now have to use the manual process for consult transfers which is slower than the agent script implementation - and introduces potential error.

Lastly - when doing a consult transfer to a queue it will also not show the "transfer" button if the call is being offered to an agent in the destination queue, leaving the agent to hear the in-queue IVR. If there is no agent to offer the call to it will show the "transfer" button. It is both this changing presentation and also the inability to complete transfer prior to the consult destination answering that we are getting requests to "revert back to previous version" unfortunately (which we know is not possible).

If the "transfer" button could be made visible on consult transfers during all dialling segments like before that would be greatly appreciated :)

Thanks,

Travers

@Travers Dunne, the behavior described happening currently? The feature described in this post is not released yet. Could you could clarify and let me know when this behavior appeared?

Hi @Ricky Phung,

This release has included a behaviour change to consult transfers hiding the "transfer" button until the call is answered. Can we get that button back please? We have a large number of scripts that have shortcuts using consult transfer as the action but agents can choose to wait for answer or complete the transfer. We now have to change all our buttons to blind transfers and agents now have to do manual consult transfers which is a backward step in efficiency I'm afraid.

The differing behaviour when consult transferring to a queue where it shows the "transfer" button if no idle agents is causing confusion with agents as well.

Thanks,

Travers

@Shauna Gibson,

My apology for very late response. This release focuses on agent-agent consult. Agent to queue is on our roadmap.

Since agent-agent does not involve routing, utilization threshold does not impact second agent's ability to receive the consult request from the first agent.

Hi Ricky!

Love this feature, can I please check, will this include transfers to a queue and then consult with the next available agent? Currently when we transfer messages it's per queue rather than agent.

Also what if that agent is at their utilization threshold? E.g. set to take 2 messages but then I want to consult with them too?

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

Hi Rick,

Just checking if there is any update regarding this? The changed behaviour is still an issue now with the new UI in GA.

Thanks Travers for detail description. I'll reach out to team who worked on Multipanel Workspace.

Hi Rick,

It started affecting our org with the release on Aug 11 - the consult voice UI changed as part of the Multipanel Workspace release - and visually it is fine.

However the call behaviour also changed. The system now hides the "transfer" button until the consult transfer destination answers - so agents cannot choose to complete the transfer whilst in the dialing segment. This can be 20 seconds or more if the consult destination does not answer and a voicemail system engages. For our teams that complete a lot of transfers that extra time starts to add up.

The flow on issue with this change is all our agent scripts use consult transfer for quick transfer shortcuts, giving the agents both blind and consult transfer functionality in a single shortcut button - this is now lost and we need to change them to blind transfer and agents now have to use the manual process for consult transfers which is slower than the agent script implementation - and introduces potential error.

Lastly - when doing a consult transfer to a queue it will also not show the "transfer" button if the call is being offered to an agent in the destination queue, leaving the agent to hear the in-queue IVR. If there is no agent to offer the call to it will show the "transfer" button. It is both this changing presentation and also the inability to complete transfer prior to the consult destination answering that we are getting requests to "revert back to previous version" unfortunately (which we know is not possible).

If the "transfer" button could be made visible on consult transfers during all dialling segments like before that would be greatly appreciated :)

Thanks,

Travers

@Travers Dunne, the behavior described happening currently? The feature described in this post is not released yet. Could you could clarify and let me know when this behavior appeared?

Hi @Ricky Phung,

This release has included a behaviour change to consult transfers hiding the "transfer" button until the call is answered. Can we get that button back please? We have a large number of scripts that have shortcuts using consult transfer as the action but agents can choose to wait for answer or complete the transfer. We now have to change all our buttons to blind transfers and agents now have to do manual consult transfers which is a backward step in efficiency I'm afraid.

The differing behaviour when consult transferring to a queue where it shows the "transfer" button if no idle agents is causing confusion with agents as well.

Thanks,

Travers

@Shauna Gibson,

My apology for very late response. This release focuses on agent-agent consult. Agent to queue is on our roadmap.

Since agent-agent does not involve routing, utilization threshold does not impact second agent's ability to receive the consult request from the first agent.

Hi Ricky!

Love this feature, can I please check, will this include transfers to a queue and then consult with the next available agent? Currently when we transfer messages it's per queue rather than agent.

Also what if that agent is at their utilization threshold? E.g. set to take 2 messages but then I want to consult with them too?

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

@Shauna Gibson,

My apology for very late response. This release focuses on agent-agent consult. Agent to queue is on our roadmap.

Since agent-agent does not involve routing, utilization threshold does not impact second agent's ability to receive the consult request from the first agent.

Hi Ricky!

Love this feature, can I please check, will this include transfers to a queue and then consult with the next available agent? Currently when we transfer messages it's per queue rather than agent.

Also what if that agent is at their utilization threshold? E.g. set to take 2 messages but then I want to consult with them too?

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

@Ricky Phung - Can you share any timeline on when we can expect to get the agent-to-queue warm transfer? Also, can you confirm whether any new metrics will be made available in the reports to show the consult time?

@Shauna Gibson,

My apology for very late response. This release focuses on agent-agent consult. Agent to queue is on our roadmap.

Since agent-agent does not involve routing, utilization threshold does not impact second agent's ability to receive the consult request from the first agent.

Hi Ricky!

Love this feature, can I please check, will this include transfers to a queue and then consult with the next available agent? Currently when we transfer messages it's per queue rather than agent.

Also what if that agent is at their utilization threshold? E.g. set to take 2 messages but then I want to consult with them too?

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

Sep. 18, 2025 Update

Hi Community,

We encountered an issue that needs to be fixed prior for release. I'll provide revised GA date shortly.

Apology for inconvenience.

========================

Sep. 9, 2025 Update

Hi Community.

We're getting very close to this feature GA. If all things go well, current target date is Sep. 22. As stated in the original post, release of digital consult and warm transfer feature comes with new experience for voice consult on the consultant side (Agent 2) as well. Please click on Resource Center change annoucement below to familiarize your users.

As usual, continue to check Genesys Cloud - Features Coming Soon release notes for all upcoming GA features.

Thanks.

===================================================

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Is there a beta which can be enabled for our org? We have change freeze starting Oct 13 and want to avoid any visible UI changes post that internally. So I wanted to check if we can enable it prior to that. 

Sep. 18, 2025 Update

Hi Community,

We encountered an issue that needs to be fixed prior for release. I'll provide revised GA date shortly.

Apology for inconvenience.

========================

Sep. 9, 2025 Update

Hi Community.

We're getting very close to this feature GA. If all things go well, current target date is Sep. 22. As stated in the original post, release of digital consult and warm transfer feature comes with new experience for voice consult on the consultant side (Agent 2) as well. Please click on Resource Center change annoucement below to familiarize your users.

As usual, continue to check Genesys Cloud - Features Coming Soon release notes for all upcoming GA features.

Thanks.

===================================================

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Hi @Harshit Kaithwas, unfortunately a beta is not planned for this release. The original post above includes a link to the announcement with details of the change. 

Is there a beta which can be enabled for our org? We have change freeze starting Oct 13 and want to avoid any visible UI changes post that internally. So I wanted to check if we can enable it prior to that. 

Sep. 18, 2025 Update

Hi Community,

We encountered an issue that needs to be fixed prior for release. I'll provide revised GA date shortly.

Apology for inconvenience.

========================

Sep. 9, 2025 Update

Hi Community.

We're getting very close to this feature GA. If all things go well, current target date is Sep. 22. As stated in the original post, release of digital consult and warm transfer feature comes with new experience for voice consult on the consultant side (Agent 2) as well. Please click on Resource Center change annoucement below to familiarize your users.

As usual, continue to check Genesys Cloud - Features Coming Soon release notes for all upcoming GA features.

Thanks.

===================================================

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures

------------------------------
Rick Phung
Genesys - Employees
------------------------------

Thanks for the response. What is the release ETA for this? Is it 12-Oct?

Hi @Harshit Kaithwas, unfortunately a beta is not planned for this release. The original post above includes a link to the announcement with details of the change. 

Is there a beta which can be enabled for our org? We have change freeze starting Oct 13 and want to avoid any visible UI changes post that internally. So I wanted to check if we can enable it prior to that. 

Sep. 18, 2025 Update

Hi Community,

We encountered an issue that needs to be fixed prior for release. I'll provide revised GA date shortly.

Apology for inconvenience.

========================

Sep. 9, 2025 Update

Hi Community.

We're getting very close to this feature GA. If all things go well, current target date is Sep. 22. As stated in the original post, release of digital consult and warm transfer feature comes with new experience for voice consult on the consultant side (Agent 2) as well. Please click on Resource Center change annoucement below to familiarize your users.

As usual, continue to check Genesys Cloud - Features Coming Soon release notes for all upcoming GA features.

Thanks.

===================================================

Note: This upgrade ONLY applies to customers who are using the Multipanel Agent Workspace – yet another reason to adopt multipanel now! 

A 2-for-1! 

#DigitalChannels
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures

------------------------------
Rick Phung
Genesys - Employees
------------------------------