Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Ability to quickly activate / deactivate queues for a group of agents

    Posted 08-12-2022 13:02
    Our organization comprises of a number of business units and we are lucky to have a flexible workforce with agents who are trained to handle interactions from multiple business units. With this in mind we are in need of a method to quickly activate / deactivate queues for a group of agents. In a typical scenario Business unit A may have calls waiting while Business unit B may have agents sitting idle. We want to be able to activate queues for BU A that are assigned to agents in BU B without going to Agent performance and selecting agents one by one to activate the queues. By the same token we want to be able to pivot and deactivate those agents/queues quickly so as not to jeopardize queue performance for BU B.
    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
    #Roadmap/NewFeatures
    #Routing(ACD/IVR)
    #SystemAdministration

    ------------------------------
    Paul Soulodre
    Alberta Motor Association
    ------------------------------


  • 2.  RE: Ability to quickly activate / deactivate queues for a group of agents

    Posted 08-22-2022 15:11
    You should look at Preferred Agent or Bullseye Routing so you don't have to the activation nonsense.  You can easily change the timing between rings in the Queue settings.  Have you considered this?  This allows instant escalation without having agents move between queues.  Let me know.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Ability to quickly activate / deactivate queues for a group of agents

    Posted 08-22-2022 16:52
    Hi Paul,

    You could build an app that uses the Genesys Cloud API to bulk change users when needed.

    But like Robert said - ideally you can avoid the need for manual interventions and use the tools to dynamically distribute the traffic.

    ------------------------------
    Ramon Szeitszam
    Spark New Zealand
    ------------------------------