Genesys Cloud
More granular control over agent transfer permissions

In a future release, Genesys Cloud will introduce new permissions to help administrators manage agent transfer capabilities. Genesys Cloud will add the following eight new permissions that let administrators control both the type of transfer (blind or consult), and the transfer target (agent, queue, or external contact):

• Conversación > Comunicación > blindTransfer
• Conversación > Comunicación > blindTransferAgent
• Conversation > Communication > blindTransferQueue
• Conversation > Communication > blindTransferExternalContact
• Conversation > Communication > Consulttransfer
• Conversation > Communication > consultTransferAgent
• Conversation > Communication > consultTransferQueue
• Conversation > Communication > consultTransferExternalContact

Genesys Cloud will backfill these permissions automatically and enable them for users who currently have the Conversation > Communication > Transfer permission. Existing functionality will remain unchanged during the transition.

The blind transfer permissions and the consult transfer permissions enable agents to perform blind and consult transfers to all destination types, as well as to freeform addresses. Administrators must select at least one destination-specific permission to determine the destination types to which an agent can transfer interactions.

This change gives administrators control over how agents handle transfers, allowing them to disable specific transfer types or limit the destinations based on business needs. This update will apply across all media types.