Genesys Cloud - Main

Hi guys

We have queues and skills in our environment with the same name.  When users are searching for a queue to call, it's listing all users with the skill first and the queue at the end of that list.  How can we change that search behaviour so it doesn't look up skills?
#Omni-ChannelDesktop/UserInterface
#Telephony

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Vaun McCarthy
NTT New Zealand Limited
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Hi Vaun,

There is no way to configure the search behavior in the different search boxes in Genesys Cloud (dial pad, on behalf of queue, blind transfer, consult transfer, etc.).

You may have to reconsider how you are naming one or the other.

I have not seen any alternative, but maybe someone else here can share what they do.

Thanks,

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Daniel McLeod
Qsect LLC
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Hi Vaun,

The dialpad search was designed to return the results in the following order: Users > Queues > External Contacts.

Unfortunately, you can't reorder or modify the contact type search. If you check the ideas portal there is a couple of ideas for this.

When making a call on behalf of a queue or a call transfer you get this drop-down menu which is more friendly, but still not ideal.



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Paulo Mesquita
Spark NZ Trading
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We also transfer to non ACD "groups" in the contact center. I remember having that as well. 

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Greg Barrett
Contact Center Operations Manager
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