Genesys Cloud (formerly PureCloud)

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Cherry Picking / Manual Assignment

  • 1.  Cherry Picking / Manual Assignment

    Top 25 Contributor
    Posted 03-11-2021 15:55
    I have a customer wanting both the ability for a supervisor to manually assign an interaction to an agent as well as to have agents cherry-pick calls from the queue.  Manual assignment I see is Road Mapped for delivery very soon, what about Cherry Picking is that Road Mapped?
    #DigitalChannels
    #Routing(ACD/IVR)

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 2.  RE: Cherry Picking / Manual Assignment

    Top 25 Contributor
    Posted 03-11-2021 17:10
    You can assign that permission to agents as well since everything in GC is permission-based.

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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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  • 3.  RE: Cherry Picking / Manual Assignment

    Top 25 Contributor
    Posted 03-11-2021 17:22
    Can those waiting interactions be taken from a queue and moved to another queue, or only to an agent.

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    Martin Bunting
    i3Vision Technologies Inc.
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  • 4.  RE: Cherry Picking / Manual Assignment

    Top 25 Contributor
    Posted 03-11-2021 20:12
    There will be several permissions agent will have to have including Manually Assign a Call/Chat/Message/Email to agent and/or to self.   I don't think there is a mechanism to transfer to a queue, but only to individuals who have to be On-queue and in the same queue.  This is mainly designed for handling stuck calls due to skillsed conversations not having agents.  If this is for Email, you should check out the one on AppFoundry.


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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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