Hi everyone,
I’m facing an issue with our current setup in Architect flow and I’m hoping someone can provide some insights or solutions. Here's the situation:
When agents perform direct transfers from one agent to another, the "Set Post Flow" action seems to misidentify the agent making the transfer. Instead of recognising the agent as the (callee) the transfer, it treats the agent as the caller. This causes the flow to send the transferring agent to the Post Flow, which is not intended for agents when selected the target to be caller.
Based on this doc: Set Post-Flow action - Genesys Cloud Resource Center
Target:
- To trigger the post-flow action and transfer the caller when the agent disconnects, select Caller (‘caller’).
Has anyone else encountered this issue? Is there an out-of-the-box way to distinguish if the current participant in the flow is an agent versus a caller? Specifically, I'm looking for a method to check:
- If there is no caller available in the flow.
- If the caller is not an agent.
Any guidance or recommendations would be greatly appreciated! Thank you!