Genesys Cloud - Main

​We just recently started using the pure cloud system. On our go live day we learned that agents had the ability to add or remove themselves from queues and we did not like that so we had that ability removed from our non administrator/supervisor roles.

We have determined that we would like to give this ability to just a few of the agents, how would I go about this?

My thoughts are I could create a new role that would allow this and assign this new role to the specific agents. Would this work?
If yes, what permissions would they need for this?
If not, how can we accomplish this?

Thanks
#SystemAdministration

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Ben Marthin
Vehicle Service Group, LLC
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I had a similar need and did just what you mentioned - I created a custom role for this to assign to certain agents. Here are the permissions I included. It's worked out well for us.
Routing  Queue  Join
Routing  Queue  View

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Emily Kammerer
Ascendium Education Group, Inc.
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Original Message:
Sent: 08-30-2019 11:30
From: Ben Marthin
Subject: adding agents to queues

​We just recently started using the pure cloud system. On our go live day we learned that agents had the ability to add or remove themselves from queues and we did not like that so we had that ability removed from our non administrator/supervisor roles.

We have determined that we would like to give this ability to just a few of the agents, how would I go about this?

My thoughts are I could create a new role that would allow this and assign this new role to the specific agents. Would this work?
If yes, what permissions would they need for this?
If not, how can we accomplish this?

Thanks
#SystemAdministration

------------------------------
Ben Marthin
Vehicle Service Group, LLC
------------------------------

​Thanks for the response Emily. Created the new role with these permissions, added my agents and we are getting the desired results. It was necessary for the agent to log out and back in to pick up the new permissions.

Best Regards

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Ben Marthin
Vehicle Service Group, LLC
------------------------------

Original Message:
Sent: 09-02-2019 00:46
From: Emily Kammerer
Subject: adding agents to queues

I had a similar need and did just what you mentioned - I created a custom role for this to assign to certain agents. Here are the permissions I included. It's worked out well for us.
Routing  Queue  Join
Routing  Queue  View

------------------------------
Emily Kammerer
Ascendium Education Group, Inc.

Original Message:
Sent: 08-30-2019 11:30
From: Ben Marthin
Subject: adding agents to queues

​We just recently started using the pure cloud system. On our go live day we learned that agents had the ability to add or remove themselves from queues and we did not like that so we had that ability removed from our non administrator/supervisor roles.

We have determined that we would like to give this ability to just a few of the agents, how would I go about this?

My thoughts are I could create a new role that would allow this and assign this new role to the specific agents. Would this work?
If yes, what permissions would they need for this?
If not, how can we accomplish this?

Thanks
#SystemAdministration

------------------------------
Ben Marthin
Vehicle Service Group, LLC
------------------------------