Genesys Cloud (formerly PureCloud)

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Salesforce Lightning Multiple ACD on multiple windows

  • 1.  Salesforce Lightning Multiple ACD on multiple windows

    Posted 12-15-2020 12:06
    With Genesys Cloud does it not recognize that there is only one instance of Genesys Client running when an agent has more than one Salesforce Lightning browser window open? It seems that the agent receives multiple ACD's when they have more than one browser window open.
    Agents need to have multiple Salesforce Lightning windows open when working with Genesys Client.

    Thank you
    #AskMeAnything(AMA)

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    Heena Patel
    SAGE GLOBAL SERVICES LIMITED
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  • 2.  RE: Salesforce Lightning Multiple ACD on multiple windows

    Top 25 Contributor
    Posted 01-24-2021 20:54
    Not quite following you, but when an agent is logged into a client (no matter where or how), all interactions will reflect the same on all instances.  Genesys recommends you DO NOT run multiple instances of clients as it can cause issue with pickup and notifications.  This is especially the case with the Saleforce CTI client as it is very problemimatic when you have other clients running.  If you HAVE to have multiple clients, do so in an incognito browser session.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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