Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Agent Queue Activation

    Posted 11-12-2022 10:23
    Is it possible, if so how is it configured?  I have dug thru the documentation, can not find.

    Agent is assigned to 5 Queues:
    Queue Alfa
    Queue Bravo
    Queue Charlie
    Queue Delta
    Queue Zulu

    Need Agent to ALWAYS stay activate in queues: Queue Alfa, Queue Bravo, Queue Charlie
    Need ability for this agent (or supervisor) to activate or inactivate for Queues:  Queue Delta & Queue Zulu

    TYIA
    #SystemAdministration

    ------------------------------
    Pete Schroeder
    HMC3 LLC
    Senior Contact Center Engineer (Technical Lead)
    ------------------------------


  • 2.  RE: Agent Queue Activation

    Posted 11-13-2022 14:15
    try this
    https://help.mypurecloud.com/articles/activate-agents-on-queues/

    ------------------------------
    Muhammad Zubair Awan
    Spark NZ Trading
    ------------------------------

    Original Message


  • 3.  RE: Agent Queue Activation

    Posted 11-14-2022 07:52
    Hey, Pete!

    TL;DR; Use divisions.

    You need two divisions. Put Delta and Zulu into first division and Alpha, Bravo and Charlie into the second. Then, create Role(s) for queue activation (Agent and / or Supervisor) and only associate it with the second division for the user(s).

    HTH

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

    Original Message


  • 4.  RE: Agent Queue Activation

    Posted 11-15-2022 08:49
    Hi Paul,

    Thank You, this is exactly what I was looking for!

    I now will have to review ideas,  50 Divisions will NOT be enough, particularly for BPO shops, and submit idea  if not already there.

    Thanks Again

    ------------------------------
    Pete Schroeder
    HMC3 LLC
    Senior Contact Center Engineer (Technical Lead)
    ------------------------------

    Original Message


  • 5.  RE: Agent Queue Activation

    Posted 11-15-2022 09:21
    Ye Gods! :-o

    You need more than 50??? Must be a HUGE customer!

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

    Original Message


  • 6.  RE: Agent Queue Activation

    GENESYS
    Posted 11-15-2022 09:45
    Edited by Jan Nico Feliciano 11-15-2022 09:45
    Hello Pete,

    Totally agree on your thoughts regarding the Divisions limit and big organizations like BPOs. Since you mentioned Ideas Lab I took the liberty of going in and digging about and I see this entry currently being tracked under review.

    ------------------------------
    Nico Feliciano
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: Agent Queue Activation

    GENESYS
    Posted 11-16-2022 17:45
    How dire of a situation is it if the rep went into the deactivate screen and saw all 5 queues, but knew/was trained/told to only touch the latter 2? The need for divisions only comes if you want to hide those first 3 queues from the rep so that they cannot take themselves out of it on accident/purpose. The supervisor dashboards are very clear about if someone is deactivated from the queue, and who, helping take away some of the division need and general worry.

    ------------------------------
    Brad Murlin
    Zillow, Inc.
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources