Genesys
Training
START >
PART 1
Genesys
also allows you to transfer calls internally.
NEXT >
When to transfer internally?
Scenario 1: A contact requests to speak to a manager, generally this is to provide feedback.Scenario 2: The call was recently disconnected and contact is requesting to be reconnected to the previous advocate.
NEXT >
Best Practices!
1. Reach out to manager or advocate to confirm availability.
2. Call must have recently ended in order to transfer back to another advocate.
3. Provide a brief description of what the caller requested or needed (intent of transfer).
4. Receiver of an internal transfer MUST be on "Available" status in Genesys in order to receive transfer.
NEXT >
Navigate to the next activity in the course to see a demo of an Internal Transfer!
Part 1: Internal Transfer
Training Team
Created on February 18, 2026
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Transcript
Genesys
Training
START >
PART 1
Genesys
also allows you to transfer calls internally.
NEXT >
When to transfer internally?
Scenario 1: A contact requests to speak to a manager, generally this is to provide feedback.Scenario 2: The call was recently disconnected and contact is requesting to be reconnected to the previous advocate.
NEXT >
Best Practices!
1. Reach out to manager or advocate to confirm availability.
2. Call must have recently ended in order to transfer back to another advocate.
3. Provide a brief description of what the caller requested or needed (intent of transfer).
4. Receiver of an internal transfer MUST be on "Available" status in Genesys in order to receive transfer.
NEXT >
Navigate to the next activity in the course to see a demo of an Internal Transfer!