Blind Transfer to Queue and Salesforce Case Ownership

Genesys Cloud Integrations
1

Hello,

Our Genesys instance is integrated with Salesforce. I have a question about agents transferring to queue.
Once an agent picks up an email, they become the case owner. If they transfer the email to another queue, we observed two behaviors:

  • they check "transfer workspace" -> the case ownership remains under the initial agent
  • they leave "transfer workspace" unchecked -> the case ownership is updated once the next agent picks up the transferred interaction.
    Can someone confirm if that it is the case?
2

Hi Louis,

This forum is specifically for answering questions about the Genesys Cloud platform APIS and developer technologies. For functional questions, I suggest you post to our Genesys Cloud Knowledge Network here.

Thanks,
John Carnell
Director, Developer Engagement

3