Genesys Cloud - Main

Is there a way to prevent agents from changing which queues they are actively taking calls from, while still keeping them as members of all queues?

To be clear, I'm not referring to queue membership. All agents need to remain members of every queue. I'm talking about the option under the user profile icon where it shows "Activate queues" → "Which queues are you working today?".

We had an issue this week where an agent deactivated all but one queue, which resulted in them taking significantly fewer calls than the rest of the team. Our supervisors would like to remove the ability for agents to toggle their active queues and have only supervisors control that. If an agent needs to be taken out of a queue, they would contact a supervisor to make the change.

Is there any way to enforce this?

Hi Jonathon,

I believe the Permission to stop agents from changing this is Routing > Queue > Join

I found this old thread with more information: How can I find the permission name for allowing activate and de-activate agent on a queue?

Is there a way to prevent agents from changing which queues they are actively taking calls from, while still keeping them as members of all queues?

To be clear, I'm not referring to queue membership. All agents need to remain members of every queue. I'm talking about the option under the user profile icon where it shows "Activate queues" → "Which queues are you working today?".

We had an issue this week where an agent deactivated all but one queue, which resulted in them taking significantly fewer calls than the rest of the team. Our supervisors would like to remove the ability for agents to toggle their active queues and have only supervisors control that. If an agent needs to be taken out of a queue, they would contact a supervisor to make the change.

Is there any way to enforce this?