Genesys Cloud (formerly PureCloud)

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Filter the search box?

  • 1.  Filter the search box?

    Top 25 Contributor
    Posted 15 days ago
    Is it possible to force a global filter for when an agent types something into the text box to transfer/consult a call?  What we're finding is if users type in "Sales" it lists all the people with the Sales queue (or skill I suppose) but we want them to actually go down to the bottom of all of that and select the actual queue to transfer to.

    A lot of users are instead randomly picking a user from the list and not the queue - meaning it comes a non-ACD call.

    Can we change that search behaviour to NOT show up individuals under this scenario?
    #Omni-ChannelDesktop/UserInterface
    #Unsure/Other

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: Filter the search box?

    Top 25 Contributor
    Posted 11 days ago
    Hi Vaun,

    Currently, the answer is no.

    This is similar to your other post (below) and the answer is the same. You may want to vote on an existing idea or create a new one in the ideas lab.
    https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=016ca8be-f747-4eca-b85a-115e20e2c3ce&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

    Depending on how many queues you have in your org and what type of transfers you need to support, you could potentially create a script with buttons showing predefined queue names and initiate the transfer when the click on the respective button. You could build out a drop down of just queues in your script as well. If you agents are generally only transferring to a handful of queues, then buttons are easier and you can even color code them. A dropdown could be used instead of or along with the buttons. The problem is, you have to know the queue ids (unless this has changed) and configure every queueid and every queue name as options for the dropdown or just the names and ids for specific queues for buttons. If your org adds/removes queues frequently, it can be a pain to keep updating the script.


    Thanks,

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    Daniel McLeod
    Qsect LLC
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  • 3.  RE: Filter the search box?

    Top 25 Contributor
    Posted 11 days ago
    Thanks Daniel, thought maybe a slightly different approach would help but guess not.

    I've been looking at the script option but we're also looking at a knowledge base product which will end up needing the script functionality so at the moment I can't do too much in that space.

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 4.  RE: Filter the search box?

    Top 25 Contributor
    Posted 11 days ago
    If you have a developer, it wouldn't be difficult to write an app that offers this functionality and add it as a Client App integration in PureCloud. It could be embedded and easy for agents to access. You could easily pull a list a queues via the API and implement your own autocomplete, generate a list of buttons, or whatever you want.

    Thanks,

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    Daniel McLeod
    Qsect LLC
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