Genesys Cloud CX (formerly PureCloud)

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Channel switching in agent interaction UI

  • 1.  Channel switching in agent interaction UI

    Top 25 Contributor
    Posted 9 days ago
    I am testing out the new feature channel switching in an agent interaction UI (new as of Sept 08, 2021).  I call into the IVR and route to an agent which brings up contact information for an External Contact.  I click the + to switch to a new interaction type but it is opening a "Start an interaction" box asking me to enter a Queue and a Contact or number.  This is not the experience I should be getting.  I should be seeing the external contact's other method of interactions with their contact information already pre-filled.  Has this new feature been pushed out to all Regions (Canada)?

    Martin Bunting
    i3Vision Technologies Inc.

  • 2.  RE: Channel switching in agent interaction UI

    Posted 7 days ago
    Channel Switching only works with external contacts that have multiple channels defined.  Genesys will have a way to make adding external contacts easier but if there is no match to a contact at this point, you can't switch channels.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Channel switching in agent interaction UI

    Posted 5 days ago
    Hi Community,

    The channel switching feature wider rollout has been placed on temporary hold.  Several customers reported encountering a critical issue with UI when agent has around 10 or more simultaneous conversations.  We've identified the root cause and fix is being tested.  We should be able to resume rollout next week.  Thank you for your patience.


    Rick Phung
    Genesys - Employees