Genesys Cloud CX

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  • 1.  Is it possible to force agent to only make ACD calls ?

    Posted 10-07-2019 16:47
    Hi community,

    One of our customer wants to prevent agents from making 'basic' calls, and force them to always make ACD calls (by selecting a queue).
    I think this is not doable with the existing permissions available.
    Can somebody confirm (or infirm) that point ?
    Thanks
    #PlatformAdministration
    #Routing(ACD/IVR)
    #Telephony

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    Mayeul BRIVET
    CoverApps
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  • 2.  RE: Is it possible to force agent to only make ACD calls ?

    Posted 10-15-2019 14:03
    Hi Mayeul,

    Great question! It was discussed in the most recent episode of the PureCloud Community Q&A Show. Check it out here! :)

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    Cole Callahan
    Genesys - Employees
    Online Community Coordinator
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  • 3.  RE: Is it possible to force agent to only make ACD calls ?

    GENESYS
    Posted 06-07-2020 20:03

    I found 2 ideas related to this request:
    https://purecloud.ideas.aha.io/ideas/CLCOLL-I-302

    https://purecloud.ideas.aha.io/ideas/CLOUT-I-223



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    Bert Barrez
    Genesys - Employees
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  • 4.  RE: Is it possible to force agent to only make ACD calls ?

    Posted 06-08-2020 11:14
    Votes for the idea , more votes needed ;-)
    See also this improvement

     Last used queue: Feature coming soon
    Note: PureCloud remembers the last queue that you selected as part of an outbound On Behalf of Queue interaction and will populate that queue for you, even if you are not On Queue. A queue is saved if you successfully create an outbound interaction on behalf of a queue. The saved queue persists after refresh and login or logout.
    The queue will not be remembered if you:
    • use an incognito browser session
    • switch devices or browsers 
    • clear cookies


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    John van de Ven
    KPN B.V.
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