Genesys Cloud CX (formerly PureCloud)

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Setting to Enable Agents to manually put themselves back on queue after ACW selected?

  • 1.  Setting to Enable Agents to manually put themselves back on queue after ACW selected?

    Posted 08-03-2021 13:46
    Good Morning,

    I'm wondering if there are any controls that allow agents to select when they are ready to go back on queue, rather than automatically putting them back on after entering the ACW code?

    We can train around this, but it would be easier if we can control change it at the queue or org level.

    Thanks!
    #Implementation
    #SystemAdministration
    #Unsure/Other

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    Naila Duffy
    AAA Washington
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  • 2.  RE: Setting to Enable Agents to manually put themselves back on queue after ACW selected?

    Top 25 Contributor
    Posted 08-03-2021 16:48
    Try setting the queue after call work settings to Mandatory, Discretionary.

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    Vaun McCarthy
    NTT New Zealand Limited
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