Genesys Cloud - Main

Am I missing something?

When you create a new queue, you have to:

• Create it
• Update the first tab
• Save it
• Find it in the list
• Open it
• Update the second tab
• Save it
• Find it in the queue list again
• Update the third tab
• Save it
• Find it in the list yet again
• Update the fourth tab
• Save it
• etc..

If I jump tabs, not all the settings are retained.

Doesn't this seem just a little ridiculous for creating (or updating) a queue?

Is there a shortcut I'm missing? When you have dozens or 100's of queues "painful" is an understatement.
Thanks.

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Patrick Rada
Keypath Education LLC
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Well...yes, it is a bit of a pain.

Two shortcuts:

1. Have "Template" queues that contain the majority of the settings you will use when creating a specific type of queue. When you create the new queue, use the "Copy settings and members from" option and select the applicable template queue

2. Use the Search field at the top to quickly find the queue you just created. As you type it will automatically narrow the list of queues displayed to help you find the one just created.

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George Ganahl
Principal Program Manager
Genesys
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Yes. Do both of those and am still waste an inordinate amount of time having to search for and reload queue definitions.

Two things:

ONE:
When creating a queue you need to do that song and dance at least twice: Once for queue members, once to set voice tab parameters. Three if you need to set an e-mail address. Four if you need to set a script for chat. Five if there is a variance to wrap-up codes.

Having to do that twice is once too many.

TWO:
Queue search, unlike IVR Routing search, doesn't retain the search value between reloads? That means the "search for it again" technique requires entering the search parameter again to find the queue again before you click to open it again.

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Patrick Rada
Keypath Education LLC
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Original Message:
Sent: 04-12-2018 16:24
From: George Ganahl
Subject: Excessive steps to create and modify queues

Well...yes, it is a bit of a pain.

Two shortcuts:

1. Have "Template" queues that contain the majority of the settings you will use when creating a specific type of queue. When you create the new queue, use the "Copy settings and members from" option and select the applicable template queue

2. Use the Search field at the top to quickly find the queue you just created. As you type it will automatically narrow the list of queues displayed to help you find the one just created.

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George Ganahl
Principal Program Manager
Genesys
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Yeah...I hear you. 

For two, I copy whatever I type in the Search field and paste it each time.

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George Ganahl
Principal Program Manager
Genesys
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