Genesys Cloud CX

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Is there a a way to disable the "queue activation' feature from the Salesforce widget? Im finding my agents are turning themselves inactive/active on particular queues as it suits them.

  • 1.  Is there a a way to disable the "queue activation' feature from the Salesforce widget? Im finding my agents are turning themselves inactive/active on particular queues as it suits them.

    Posted 11-14-2017 04:15


  • 2.  RE: Is there a a way to disable the "queue activation' feature from the Salesforce widget? Im finding my agents are turning themselves inactive/active on particular queues as it suits them.

    Posted 11-14-2017 09:52

    Not sure how it works with Salesforce. But it's possible to remove that feature in the user role in Purecloud. We had similar problem with agents that deactivated themselves from certain queues. But we were very clear that it was not allowed and if we see this behavior again we would take actions.