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Genesys Cloud with Service Cloud Voice : Disable agent queue selection

  • 1.  Genesys Cloud with Service Cloud Voice : Disable agent queue selection

    Posted 7 hours ago

    Hello everyone,

    We are using Genesys Cloud integrated with Salesforce Service Cloud Voice, and we would like to prevent agents from choosing or manually selecting the queues they want to work on.

    Our objective is to have queue assignments managed centrally and avoid allowing agents to decide which queues they receive interactions from.

    Is it possible to disable this capability in Genesys Cloud? If so, could someone please provide the recommended configuration steps or documentation?

    Thank you in advance for your help.


    #API/Integrations
    #Implementation
    #Routing(ACD/IVR)

    ------------------------------
    Ragheb Gmira
    Consultant IT
    ------------------------------


  • 2.  RE: Genesys Cloud with Service Cloud Voice : Disable agent queue selection

    Posted 5 hours ago

    Hi Ragheb,

    My understanding is that this can be controlled through the Routing > Queue > Join permission.

    The following Resource Center article describes how agents can activate and deactivate queues they are assigned to:

    https://help.genesys.cloud/articles/choose-queues-work/

    If agents do not have the Routing > Queue > Join permission, they should not be able to manage their active queues themselves, allowing queue participation to be managed centrally by administrators or supervisors.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------



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