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Agents finding new Activate Queues panel to be inefficient

  • 1.  Agents finding new Activate Queues panel to be inefficient

    Posted 01-09-2019 18:27

    Hi everyone, 

    We're having a number of agents say that they are finding the new 'Activate Queues' panel released on 2 Jan to be much less efficient than the previous system. 

    Previously, they could open this panel over the top of their schedule, and then click out of it in one go. 

    The upgrade now opens a queues panel that cannot be minimised or closed, and has meant that in order to return to their schedule, they need to click 5-6 times all the way back into their schedule as they would at the start of a day. 

    We're finding this is reducing efficiency, especially for agents who may be changing queues multiple times throughout a day. 

    Has anyone else experienced this, or found a way to quickly return to a schedule from the queues panel? 

    Thanks, 


    #ArchitectureandDesign
    #Implementation
    #PlatformAdministration
    #Unsure/Other

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    Katie Brassell
    Compassion Australia
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  • 2.  RE: Agents finding new Activate Queues panel to be inefficient

    GENESYS
    Posted 01-10-2019 11:54
    A new My Performance view is scheduled to be released soon, which will give the agents a series of tabs to easily move between the Performance view and Scehdule view.

    The Performance view will have an icon upper right to click which allows them to check/uncheck the queues they want to be active on:



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    George Ganahl CCXP, GCA
    Principal Program Manager
    Genesys
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  • 3.  RE: Agents finding new Activate Queues panel to be inefficient

    Posted 01-10-2019 16:57

    Thanks George. That's great to know! 

    Is there any idea of roughly when this is looking to be released? 



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    Katie Brassell
    Compassion Australia
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  • 4.  RE: Agents finding new Activate Queues panel to be inefficient

    GENESYS
    Posted 01-10-2019 16:59
    I promised Product Management I wouldn't put a date to it. Hopefully in the next few weeks, unless something goes wrong.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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  • 5.  RE: Agents finding new Activate Queues panel to be inefficient

    Posted 01-11-2019 16:03

    Check out today's Features coming soon page ;-)

    https://help.mypurecloud.com/features-coming-soon/ 



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    Jordan Robinson-Rucker
    PureCloud Technical Writer
    Genesys - Employees
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  • 6.  RE: Agents finding new Activate Queues panel to be inefficient

    GCAP Member
    Posted 01-11-2019 11:43
    For those centers who would prefer not to have agents select which queues they are active in, please let us know which permission controls this function when it launches.​

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    Bruce Lambert
    Bright Horizons Family Solutions LLC
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  • 7.  RE: Agents finding new Activate Queues panel to be inefficient

    GENESYS
    Posted 01-11-2019 11:53
    Edited by George Ganahl 01-11-2019 11:54
    As stated in the Resource Center:

    https://help.mypurecloud.com/articles/choose-queues-work/

    Prerequisites
    Routing > Queue > Join permission


    I haven't tested recently to verify, but it should be correct.

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    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
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  • 8.  RE: Agents finding new Activate Queues panel to be inefficient

    Posted 01-11-2019 03:45
    Hi,
    I couldn't agree more. That is ineffective and non-intuitive.
    I hope the old 'Activate Queues' panel would return soon.

    Regards,
    Wojciech

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    Wojciech Dzikowski
    CGI ISMC Polska Sp. z o.o.
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