Genesys Cloud - Main

My company is still in the early design stages for spinning up Genesys Cloud CX and I am attempting recreate a solution we already have in PureConnect to enable/disable users quickly on the fly.

Use Case:

We have volunteer agents from other departments that will hop into the inbound call queues as needed. In PureConnect, we have a custom handler solution in place that with the press of a few buttons in Interaction Desktop the system will throw X number of agents into inbound queues without having to go in agent by agent to move them into the queue.

My initial thought was to do it via a CSV import to create the users when the event that we need them for comes up and then another CSV to flag their extension as disabled/deleted. I cannot find any documentation on how to delete/disable users via the CSV file.

My next attempt was using the gc cli to create the users but it looks like the only way to delete users from there is to perform the gc cli delete command which requires the GUID of the user and not their email address that they log in with.

What am I missing / anyone have a recommendation on what would be the best way to do this?

-brad

#Unsure/Other

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Brad Carroll
Auto Club Insurance Association Co.
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I would use a skill expression group to look for groups with a skill and skill level.  You can then assign that group to a queue and when you need to change membership, just add a range of skill levels to include the other agents and then back to limited number.  That could be done programmatically with a simple button on a website and running and API to change the expression.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 07-24-2023 17:06
From: Brad Carroll
Subject: CLI Disable/Delete Users

My company is still in the early design stages for spinning up Genesys Cloud CX and I am attempting recreate a solution we already have in PureConnect to enable/disable users quickly on the fly.

Use Case:

We have volunteer agents from other departments that will hop into the inbound call queues as needed. In PureConnect, we have a custom handler solution in place that with the press of a few buttons in Interaction Desktop the system will throw X number of agents into inbound queues without having to go in agent by agent to move them into the queue.

My initial thought was to do it via a CSV import to create the users when the event that we need them for comes up and then another CSV to flag their extension as disabled/deleted. I cannot find any documentation on how to delete/disable users via the CSV file.

My next attempt was using the gc cli to create the users but it looks like the only way to delete users from there is to perform the gc cli delete command which requires the GUID of the user and not their email address that they log in with.

What am I missing / anyone have a recommendation on what would be the best way to do this?

-brad

#Unsure/Other

------------------------------
Brad Carroll
Auto Club Insurance Association Co.
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