Genesys Cloud (formerly PureCloud)

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Operator Console availability

  • 1.  Operator Console availability

    Posted 9 days ago
    Edited by Jorge Negri 9 days ago
    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.
    #AskMeAnything(AMA)
    #Omni-ChannelDesktop/UserInterface
    #Telephony

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    Jorge Marcelo Negri
    Senior Project Consultant
    Genesys PureCloud Certified Associate
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
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  • 2.  RE: Operator Console availability

    GENESYS
    Posted 9 days ago
    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.

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