Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

SalesForce Client

  • 1.  SalesForce Client

    Posted 10-21-2020 08:54
    Hello,

    One of our customers would like to use the Salesforce client to make and receive calls and use the PC web client to look at queue and agent status.
    however we have seen that the phone login automatically on the PC client which causes problems with inbound calls.

    is there a way to have both clients working with the PC web client using the same user with the phone logged out?

    Regards

    Conrad
    #Integrations
    #PlatformAdministration
    #Telephony

    ------------------------------
    Conrad Lemos
    IP Integration
    ------------------------------


  • 2.  RE: SalesForce Client

    GENESYS
    Posted 10-22-2020 08:59

    As you've seen, the two clients can operate side by side with no issue, however selecting a phone is a selection made for the user, not for the client they have logged in to.  There is currently no mechanism to be able to log into 2 clients, but only associate the phone with one of them.  

    I'm curious to know what functions you're trying to accomplish with the main web client that you can't address with the SFDC client?



    ------------------------------
    Richard Schott
    Genesys - Employees
    ------------------------------



  • 3.  RE: SalesForce Client

    Posted 10-22-2020 10:33
    Hi Richard,

    The primary  reason the agent will have the PC web client open is to see the performance stats for queues and agents . now that they work from home they need it more than other times.

    Regards

    Conrad

    ------------------------------
    Conrad Lemos
    IP Integration
    ------------------------------



  • 4.  RE: SalesForce Client

    GENESYS
    Posted 10-22-2020 14:16
    are these supervisors or agents?  because agent statistics are included in the SFDC client.  If these are supervisors monitoring their queues, then they will simply need to be cognizant of the fact that they have 2 clients open, and take care to answer conversations from within SFDC.

    ------------------------------
    Richard Schott
    Genesys - Employees
    ------------------------------