There's a bit more to this question than I can clearly articulate here but...
Is there any method for "reserving" a particular agent from a third party such than when a particular call comes in, it then removes that reservation and routes the call to them? I was thinking maybe setting their status to off-queue remotely via API, then when the call comes in, target them via direct routing which doesn't necessarily require them to be on queue.
Somewhat explaining the use case is, the call is being blind transferred by the agent to a third party survey system. We want the call to go back to the agent that did the transfer after the caller has completed that survey. Trying to avoid that agent getting another queue call while the caller is completing the survey. We can't do the survey transfer as warm/consult/conference. So my hope is that a script button on the agent desktop would 1) send the call to the survey system with agent info in UUI Data ... 2) the survey system would extract the agent info from UUI Data, and take the agent off-queue... 3) customer would complete survey... 4) survey system would transfer caller back to Genesys Cloud including agent info again in UUI Data.. 5) Architect would extract user info out and then target the agent via direct routing
Is there some other means of reserving an agent so you get similar behaviour to secure flows. That option isn't possible as the moment the secure flow would transfer the caller to the survey, the agent would be notified of that and go into ACW I imagine.