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Genesys CX Cloud with Salesforce Voice - ACW, and Queue Sync

  • 1.  Genesys CX Cloud with Salesforce Voice - ACW, and Queue Sync

    Posted 8 hours ago

    Hi all, 

    it was forwarded here to reach out in this community. 

    Post:

    We use Genesys Cloud CX with SCV. We want ACW to stay active until a Salesforce Screen Flow finishes (or a 60s fallback), then set the agent Available from Salesforce-without showing the Genesys wrap-up popup. "Agent Requested" hides the popup but makes the agent Available right after hang-up.

    Questions (short):

    1. Is there an OOTB way to hold ACW until Salesforce signals completion (with fallback) and then set agent Available?

    2. Can we suppress the Genesys wrap-up UI but still apply ACW behavior OOTB?

    3. Where should AHT be measured when ACW is driven by Salesforce?

    4. Bonus: Is there an OOTB way to sync/reflect Genesys queues into Salesforce so supervisors see real-time queue visibility in Omni Supervisor (routing remains in Genesys)?


    #Integrations
    #Triggers

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    Mario Zoske
    n/a
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