Genesys Cloud - Main

Hello,

Is there a way to modify the interaction panel for agents? Specifically I'm looking to disable the "Disconnect" or "End Messages" button:

Thank you!

#DigitalChannels
#Omni-ChannelDesktop/UserInterface

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Dianne
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Hello Dianne,

I was asking around some of my colleagues and I don't think you can disable that button. They had mentioned that there is a way for you to configure a post call survey after the agent disconnects the call. I'm not sure if this is what you are looking for but from what they said, most customers who ask about this are ultimately after something like that.

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Jason Kleitz
Genesys - Employees
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Hi Jason,

Thanks for your response. We're looking to disable the end messages button as we implemented a button in a script that sends the customer to a digital bot flow survey.

Are there any post interaction workaround for digital interactions?

Thank you,

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Dianne
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Original Message:
Sent: 07-16-2024 16:43
From: Jason Kleitz
Subject: Disable "Disconnect" button in agent interface

Hello Dianne,

I was asking around some of my colleagues and I don't think you can disable that button. They had mentioned that there is a way for you to configure a post call survey after the agent disconnects the call. I'm not sure if this is what you are looking for but from what they said, most customers who ask about this are ultimately after something like that.

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Jason Kleitz
Genesys - Employees
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Hello Dianne, 

Just to follow up with Jason and to answer your question. No at this time there is no way to remove the disconnect button. 

As to "Are there any post interaction workaround for digital interactions?" Besides what Jason posted that's really it. You might be able to do something with a script but not anything "Out of the box" is offered. 

Cheers, 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 07-18-2024 09:19
From: Dianne Gabriel
Subject: Disable "Disconnect" button in agent interface

Hi Jason,

Thanks for your response. We're looking to disable the end messages button as we implemented a button in a script that sends the customer to a digital bot flow survey.

Are there any post interaction workaround for digital interactions?

Thank you,

------------------------------
Dianne
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Original Message:
Sent: 07-16-2024 16:43
From: Jason Kleitz
Subject: Disable "Disconnect" button in agent interface

Hello Dianne,

I was asking around some of my colleagues and I don't think you can disable that button. They had mentioned that there is a way for you to configure a post call survey after the agent disconnects the call. I'm not sure if this is what you are looking for but from what they said, most customers who ask about this are ultimately after something like that.

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Jason Kleitz
Genesys - Employees

Hi, I was wondering about the same demand, as we did exactly this in Genesys Engage. We used a process called 'qualified end' in messaging where only customer or timeout where able to end the conversation.

We also disable the 'reply button' for emails, as we did use email as a task carrier only. Also, in order to implement a sanity check for tasks, where a status check towards backend has to be performed, would require to block mark done. As far as I know our latest idea was some tweaking in scripting, but hiding certain buttons (and adding custom) is definitely a good opportunity to improve the AX for tight integrations.

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Daniel Possekel
Vattenfall GmbH
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