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  • 1.  Operator Console availability

    Posted 05-20-2020 19:50
    Edited by Matt Lawson 05-09-2022 09:34
    Hi,

    One of our main customers in Argentina, is moving from one PABX, towards Genesys Cloud for enterprise collaboration and contact center features.
    (already using Genesys Cloud for their main Contact Center operation since one year).

    The request is to know if there's something like the "Operator Console" available in Genesys PureConnect (https://help.genesys.com/pureconnect/mergedProjects/wh_icde/desktop/using_the_operator_console.htm) , on the Genesys Cloud platform.

    If not, is it planned to have something developped to fill in this gap in the Genesys Cloud offer?

    It is somehow important to have the operator's console in order to be used in these large Organizations, still using human attendants servicing their main DID company numbers.

    Thanks again very much again for your help and attention.

    Best regards.
    #Ask Me Anything (AMA)
    #Omni-ChannelDesktop/UserInterface
    #Telephony

    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------


  • 2.  RE: Operator Console availability

    GENESYS
    Posted 05-21-2020 10:31
    Jorge,

    Currently Genesys Cloud doesn't provide a facility like the operator console in PureConnect.  There is a roadmap feature coming soon that will provide what we call cherry picking via the Interaction performance view.  In the Interaction performance view you'll be able to see calls that are in a queue and a supervisor (or operator in your case) should be able to assign those calls to another queue or person.

    If you are unable to wait for that feature to be developed and released, then it is possible to use the Genesys Cloud API and a Custom Client App to build something similar.  If you have access to developers and want to build something yourself then please send me a direct message and I'll send you a like to a project that will help you get started.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



  • 3.  RE: Operator Console availability

    Posted 03-18-2021 18:52
    Hello Jim
    Hope you are well.

    You mention a link to a project utilizing the manual assignment APIs, we have a customer scenario at the moment where this may help, please would I be able to have access to the link or other relevant materials?

    ------------------------------
    Thanks and regards
    Blair Wilkinson
    CVT (Global) Pty Ltd
    ------------------------------



  • 4.  RE: Operator Console availability

    GENESYS
    Posted 03-19-2021 12:10
    Hi Blair, I'm going to send you a DM with a link to a project that will help you get started.

    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



  • 5.  RE: Operator Console availability

    Posted 07-06-2023 09:21

    Dear Jim,

    I've received a similar question from a Customer migrating from Legacy PBX to Genesys Cloud. They are using the Operator Console in the current contact center solution and we're searching for possible solution to replicate this feature in Genesys Cloud.

    Based on this I've the following questions arising:

    1. Is this cherry picking via interaction queue view feature still in the roadmap? This post is quite old (3 years almost) and for what I know this feature is not yet available in Genesys Cloud.
    2. If not available are there alternative solution you could suggest to implement such feature in Genesys Cloud? 

    Look foward to your kindly reply.

    Thanks and Kind regards,

    Fabrizio



    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG
    ------------------------------



  • 6.  RE: Operator Console availability

    GENESYS
    Posted 07-06-2023 10:10

    Fabrizio,

    Genesys does have a feature where interactions can be manually assigned to specific agents: https://help.mypurecloud.com/articles/manually-assign-waiting-interactions/.  However, the way that feature works is that it requires a supervisor to monitor the queue and perform the assignment of the interaction to an agent.

    If you truly want an agent, or group of agents, to be able to view interactions in a queue and select the ones that they want to work on, then we have several excellent solutions available in the AppFoundry marketplace that solve that quite nicely:

    AMI (Advanced Email Interface) by Cloudoe: https://appfoundry.genesys.com/filter/genesyscloud/listing/7f9c446e-0ec8-4aac-ae14-1f2ebe8f09f3

    Email Ninja by Genesys Professional Services: https://appfoundry.genesys.com/filter/genesyscloud/listing/8e458a3b-bac0-4280-8964-661a3b00b118

    Email Samurai by CXLogiq: https://appfoundry.genesys.com/filter/genesyscloud/listing/c1b655c9-6e86-4a67-b2e5-a32093ea4f03

    Email Center by QWI: https://appfoundry.genesys.com/filter/genesyscloud/listing/37de3db1-639e-4491-bb33-b1c5a61e7c9b

    Most of those have a Free Trial so that you could try them out for 30 days to see if any of them work for your needs.  If you cancel within 30 days (Go to Admin->Subscription and click the Cancel link for the product) then you will owe nothing.



    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



  • 7.  RE: Operator Console availability

    Posted 07-07-2023 04:10

    Hi Jim,

    Many thanks for your reply. 

    For sure the manual assignment of waiting interaction can help to partially cover some of the feature provided by an Attendant Console. What I'm looking for is an Attendant Console with a full set of features (here is an example https://landistechnologies.com/microsoft-teams-attendant-console/?gclid=EAIaIQobChMIiJm14JH8_wIViAiLCh0CkgiPEAAYASAAEgIAHPD_BwE), specific for Genesys Cloud (native or third party).

    About AppFoundry I know already some of the apps suggested, but as far as I know they are focusing on email interaction only. In our case the Customer is referring to voice interactions.

    Are there similar apps available offering the same feature for Voice interactions?

    Thanks and Kind regards,

    Fabrizio



    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG
    ------------------------------



  • 8.  RE: Operator Console availability

    GENESYS
    Posted 07-07-2023 17:07

    Fabrizio,

    I'm afraid I don't know of anything available that would provide functionality like what you are proposing.  I'm not saying that it couldn't be developed, but I don't know of a pre-built solution.



    ------------------------------
    Jim Crespino
    Senior Director, Developer Evangelism
    Genesys
    https://developer.genesys.com
    ------------------------------



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