Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Agent Group/Virtual Agent Group

    Posted 06-28-2023 16:11
    No replies, thread closed.

    In genesys on-premise we can create agent group and add settings to annex tab.

    Is there any thing equivalent to on-premise agent group in cloud?

    In cloud I do not see an option to add custom settings to groups.

    Also is there a way to create virtual agent group based on the skill in cloud?


    #ArchitectureandDesign
    #SystemAdministration

    ------------------------------
    Anitha Josephine Royappan
    Optum Technology, Inc
    ------------------------------


  • 2.  RE: Agent Group/Virtual Agent Group

    Posted 06-28-2023 19:27
    Edited by Anton Vroon 06-28-2023 19:35
    No replies, thread closed.

    You can create agent groups with skill expressions

    https://help.mypurecloud.com/articles/add-group-members/

    When assigning queue membership, you can add a group instead of individuals, and that way make it dynamic queue membership.

    You can assign roles to groups, and thereby apply some custom settings.

    You can filter some performance views by groups (others only work teams)

    But you can't do everything with groups like you could in the annex tab.

    Edit: Appears you can only add roles to normal Groups not skill expression groups currently. 

    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


  • 3.  RE: Agent Group/Virtual Agent Group

    Posted 07-10-2023 13:54
    No replies, thread closed.

    Anitha,

    By "Genesys on-premise", I assume you are referring to Genesys Engage? (PureConnect, another Genesys product is also on-premise!)

    As Anton pointed out, there is some ability to create dynamic groups based on skills, but I feel I must point out that in Genesys Cloud, the meaning of "Skill" is different from that used in many other platforms (including Engage.)

    Perhaps if you could elaborate on what you are trying to achieve, we could better advise you?



    ------------------------------
    Paul Simpson
    Eventus Solutions Group
    ------------------------------

    Original Message


Related Content