Transfer to ACD action

Publisher

Genesys

URL

https://help.genesys.cloud/articles/transfer-acd-action/

Published

unknown

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

Copyright Genesys; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• The Transfer to ACD action accepts at most 20 preferred agent/score pairs; exceeding that sets errorType to TooManyPreferredAgents on the failure path. in context
• In secure call flows, Genesys Cloud overrides the Transfer to ACD failure path and disconnects the call. in context
• Direct routing is not available for inbound or in-queue chat flows. in context
• A preferred agent's score decides which ring the agent is placed in, not which agent receives the interaction; within the eligible pool, selection follows criteria such as time since last interaction. in context
• The Transfer to ACD action is available in call flow menus, and in inbound and task flow sequences for in-queue call, chat, email, voice bot and digital bot flows. in context
• The Transfer to ACD action can override the default in-queue handling to choose the in-queue flow that the customer hears while on hold. in context
• In Architect, the Transfer to ACD action accepts up to 20 preferred agent/score pairs, built with functions such as MakeAgentScorePair and MakeListAgentScorePair. in context
• A skill expression filter supplied to Transfer to ACD must first have been evaluated with the Evaluate Skill Expression Filters action. in context

Cite this source record

APA

WarmTransfer. (2026, September 24). Transfer to ACD action. WarmTransfer. https://warmtransfer.net/knowledge/sources/genesys-help-transfer-acd-action

BibTeX

@misc{warmtransfer-genesys-help-transfer-acd-action,
  title  = {Transfer to ACD action},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/genesys-help-transfer-acd-action},
  note   = {Genesys, accessed 2026-09-24}
}