State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

4.5.1 Transferring a Call to an XFERS Genesys Queue

If transferring a call to a queue, it’s important to transfer the call to a queue other than the inbound queue. Under most circumstances when transferring to a queue you want to transfer to a transfer queue. Transfer queue names start with XFERS. XFERS are transfer queues and this prioritizes the transferred call (this is for most lines of business). 

To transfer to a call to an XFERS Genesys queue: 

1. Click the transfer button. 
2. Type XFERS, underscore, the name of the Genesys queue into the Transfer field. For example, XFERS_Captial_CC. 
3. Select the queue you are transferring the call to. 

 

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Publication Number: P-03208