Genesys Cloud - Main

 View Only


Discussion Thread View

  • 1.  What is the difference between setting the "in-queue flow" in the Queues voice tab and in Architect "transfer to ACD"?

    Top 25 Contributor
    Posted 3 days ago

    Which one should be used when sending a call to a In-queue flow?

    Queues configuration
    Architect transfer to ACD

    #PlatformAdministration
    #Unsure/Other

    ------------------------------
    Qan T
    Vibrant Emotional Health
    ------------------------------


  • 2.  RE: What is the difference between setting the "in-queue flow" in the Queues voice tab and in Architect "transfer to ACD"?

    Posted 3 days ago

    Hi Quan, 

    When you transfer a call through Flow, you can use In-Queue Call Flow in Flow Architect (CallFlow > Queue). When you transfer one interaction direct queue (user > queue), you can configure in the queue what the in-queue you want to use. 

    Att,



    ------------------------------
    Breno Canyggia Ferreira Marreco
    https://www.linkedin.com/in/brenocfm-40b62182/
    ------------------------------

    Original Message


  • 3.  RE: What is the difference between setting the "in-queue flow" in the Queues voice tab and in Architect "transfer to ACD"?

    Top 25 Contributor
    Posted 2 days ago

    Hi Breno,

    What are the scenarios a call would be transferred through flow?  Would it be a call coming from another flow?
    Same question with calls transferred directly to a queue, would that transfer be initiated by a agent using the transfer button?

    I'm trying to see if there is a best practice for setting in-queue transfers. Thx.



    ------------------------------
    Qan T
    Vibrant Emotional Health
    ------------------------------

    Original Message


  • 4.  RE: What is the difference between setting the "in-queue flow" in the Queues voice tab and in Architect "transfer to ACD"?

    GENESYS
    Posted 2 days ago

    Hi Qan,

    An In-Queue call flow is a type of flow you can configure using Architect to define the actions that will happen to the call when a call is transferred from an Inbound Call flow to a queue. You can define which In-Queue call flow will be executed (if all agents are busy) under the queue settings or in the Transfer to ACD action from the Inbound Flow.

    If you are new to Genesys Cloud, I would like to recommend the Genesys Beyond training where those topics are covered through the courses available in the catalog. You need a subscription to have access to the training material.



    ------------------------------
    Rafael Marciano BELISRCIANO
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: What is the difference between setting the "in-queue flow" in the Queues voice tab and in Architect "transfer to ACD"?

    Top 25 Contributor
    Posted 20 minutes ago

    Agent transferring a call to queue (unless you have some custom script actions) does not go to a flow, so will use the in queue call flow you set on the queue.

    When you transfer to acd in your flow, you can either use the default (the one you set on the queue) or choose a specific one to use.

    There isn't really a one is better than the other option here, but because agent transfer to queue ONLY uses the queue set In-Queue call flow, that does mean for certain scenarios you really want to use these wisely, but that all depends on your scenarios.  



    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources