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  • 1.  Remove the Call Decline option

    Posted 7 days ago

    Dear Team,

    Is there any option to fulfill the below requirement other than enabling Auto Answer?

    1. Call Decline Option

      • Remove the Decline option from incoming call notifications.
      • Keep only the Answer option available to users.

    #Routing(ACD/IVR)

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    Muhammed Shaibant
    x
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  • 2.  RE: Remove the Call Decline option

    Posted 7 days ago

    Hi Muhammed,

    From my understanding, I don't believe there's a native option to remove the Decline button while leaving Answer available.

    The available options are generally:

    • Enable Auto Answer, which removes the need for agents to manually answer.
    • Leave the standard incoming interaction notification, which includes both Answer and Decline.

    I haven't come across a setting that allows only the Answer button to be displayed. Hopefully someone from Genesys can confirm if there's a newer capability or workaround that I've missed.



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    Phaneendra
    Technical Solutions Consultant
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  • 3.  RE: Remove the Call Decline option

    Posted 7 days ago
    Edited by Jeanpierre Echevarria 7 days ago

    Hi Muhammed,

    Based on the current Genesys Cloud CX capabilities, there is no native option to remove the Decline button while keeping only Answer in the standard web agent interface. Incoming call notifications are designed to include both options by default.

    Alternative: If the goal is to prevent agents from rejecting calls, the closest native alternative is to enable Auto Answer, which automatically delivers calls to agents without requiring them to click Answer. 



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    Jeanpierre Echevarria
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  • 4.  RE: Remove the Call Decline option
    Best Answer

    Posted 6 days ago

    Even if you were able to remove the Decline option, the agent can still end up in Not Responding if they let the call ring out.  

    Sometimes technology isn't always the solution to people management.  Your Supervisors/Leaders can report on Agents Not Responding. 

    In the past, we've moved select staff onto Auto Answer for going into not responding too many times as part of performance management.  Might also be worth understanding what the issue is relating to the Agent declining calls or not answering them?



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    Robert Niblock
    Contact Centre Technology Analyst
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  • 5.  RE: Remove the Call Decline option

    Posted 6 days ago

    This made me curious, does clicking decline on an incoming call put the agent into not responding status the same as if they had let the call ring for 30 seconds and they get put into not responding status.



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    Bruce Dunn
    Department of Technology & Information
    State of Delaware
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    Original Message


  • 6.  RE: Remove the Call Decline option

    Posted 6 days ago

    Hi Bruce,

    From my understanding, clicking Decline and allowing the interaction to ring until the Alerting Timeout expires both place the agent into Not Responding status and return the interaction to the queue.  

    If your goal is to report on or distinguish between agents who actively clicked Decline versus those who simply didn't answer, there is currently no native metric to differentiate the two. However, there is an existing Product Idea requesting this enhancement, and it's currently In Development, so hopefully we'll see this capability in a future release.  

    https://genesyscloud.ideas.aha.io/ideas/ANLS-I-102



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    Phaneendra
    Technical Solutions Consultant
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    Original Message


  • 7.  RE: Remove the Call Decline option

    Posted 6 days ago

    Hi Bruce,

    In both scenarios, the agent/user is placed into a Not Responding status. Based on Genesys Cloud behavior, agents enter Not Responding when they either decline an offered interaction or do not answer within the configured alerting timeout period.
    My understanding is that the Answer and Decline options are standard telephony controls in Genesys Cloud and are available by default for call interactions rather than being an optional feature.


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    Richard Mathurin
    Application Analyst
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    Original Message


  • 8.  RE: Remove the Call Decline option

    Posted 6 days ago
    Edited by Muhammed Shaibant 6 days ago

    Dear All,

    Thank you for your support and response.

    If there is no option to disable the Decline button, is there any report in Genesys Cloud that shows which agent declined the call?

    We would appreciate your confirmation.

    Thank you.



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    Muhammed Shaibant
    x
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    Original Message


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