Hi everyone,
I’m the supervisor for a team of 30 agents, and we’re dealing with a significant disruption to our call handling. Since the Architect v8.0 update last month, our IVR flow is breaking at the transfer step. Calls are being sent to voicemail instead of routing to the correct queue, which is severely affecting our operations.
When I try to save changes in the flow builder, the system throws this error: Invalid Transfer Configuration: Queue ‘Support_Tier2’ does not match routing criteria. The routing rules appear fine in the supervisor dashboard, but the flow builder rejects the configuration.
We are seeing a 40 percent drop in answered calls during peak hours. Agent metrics are tanking because callers are hanging up, and we need to get this resolved to maintain our service levels.
How do I fix the transfer node without rebuilding the whole call tree?
I’ve confirmed that the queue ID matches what the admin team provided. Our timezone settings are locked to America/New_York, and the environment is running Genesys Cloud 2024Q2.
The error log keeps repeating the transfer mismatch warning, and the flow builder interface is completely freezing right now, which is blocking any further attempts to adjust the flow.
Thanks in advance for any help.
The error stems from a mismatch between the Transfer Node Target and the QueueRoutingConfiguration after the recent platform update. You don’t need to rebuild the flow from scratch. Just verify that the QueueRoutingConfiguration explicitly allows the TransferType you’re passing in the node payload. The admin UI usually masks this gap, but the API exposes it immediately. Run a quick GET request against the routing endpoint to confirm the active configuration, then update the Transfer Node JSON to match the required RoutingStrategy. Never assume the default routing profile applies to custom queue targets. Check the response for the RoutingProfileId and OutboundEmailToSmsEnabled flags. If the Transfer Node expects skills but the queue is locked to longestAvailable, the save fails instantly. Patch the configuration through the admin UI to align the TransferType with the active RoutingStrategy, and the flow builder will stop throwing that validation error. The 40 percent drop you’re seeing is just the system routing to voicemail because the node payload lacks a valid queue reference. Cache clears won’t fix this. Takes two seconds. Really.
curl -X GET "https://{yourSubdomain}.mygen.com/api/v2/routing/queues/{queueId}" \
-H "Authorization: Bearer {yourToken}" \
-H "Content-Type: application/json"
# Requires routing:queue:read scope
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