Genesys Cloud - Main

Hi,

an agent is actively working on workitems for example (could also be chat, email) and in Mediaswitcher he has voice inactive.

When a supervisor is adding a acd skill / queue for voice, than the voice mediatype in Mediaswitcher is also immediately switched to active.

Is there a way to prevent this from happening? Agent is on-queue for workitems at that moment.

Hi Arno

Not sure if this will help but the supervisor can just deactivate the queue for the specific agent after the queue and skill have been assigned.  This can be done in the queue activity view.

The queue will still be assigned to the agent but they will not be "on-queue" for this specific calls, so wont receive any interactions.

Regards

Hi,

an agent is actively working on workitems for example (could also be chat, email) and in Mediaswitcher he has voice inactive.

When a supervisor is adding a acd skill / queue for voice, than the voice mediatype in Mediaswitcher is also immediately switched to active.

Is there a way to prevent this from happening? Agent is on-queue for workitems at that moment.

Thanks Stephan for you suggestion.

I guess this will work, but supervisors are adding ACD skills (media) in bulk. So it will be to much work to deactivate this for all agents.

Hi Arno

Not sure if this will help but the supervisor can just deactivate the queue for the specific agent after the queue and skill have been assigned.  This can be done in the queue activity view.

The queue will still be assigned to the agent but they will not be "on-queue" for this specific calls, so wont receive any interactions.

Regards

Hi,

an agent is actively working on workitems for example (could also be chat, email) and in Mediaswitcher he has voice inactive.

When a supervisor is adding a acd skill / queue for voice, than the voice mediatype in Mediaswitcher is also immediately switched to active.

Is there a way to prevent this from happening? Agent is on-queue for workitems at that moment.

Thanks Stephan for you suggestion.

I guess this will work, but supervisors are adding ACD skills (media) in bulk. So it will be to much work to deactivate this for all agents.

Hi Arno

Not sure if this will help but the supervisor can just deactivate the queue for the specific agent after the queue and skill have been assigned.  This can be done in the queue activity view.

The queue will still be assigned to the agent but they will not be "on-queue" for this specific calls, so wont receive any interactions.

Regards

Hi,

an agent is actively working on workitems for example (could also be chat, email) and in Mediaswitcher he has voice inactive.

When a supervisor is adding a acd skill / queue for voice, than the voice mediatype in Mediaswitcher is also immediately switched to active.

Is there a way to prevent this from happening? Agent is on-queue for workitems at that moment.

Hi Arno

I found another option perhaps that might be a bit easier.  Will still require manual intervention from the supervisor but you will be able to deactivate in bulk.

Queue performance workspace, Agents tab - select the required agent and deactivate.

Supervisor can then  follow the same steps and just activate the queues again in bulk once required.

Thanks Stephan for you suggestion.

I guess this will work, but supervisors are adding ACD skills (media) in bulk. So it will be to much work to deactivate this for all agents.

Hi Arno

Not sure if this will help but the supervisor can just deactivate the queue for the specific agent after the queue and skill have been assigned.  This can be done in the queue activity view.

The queue will still be assigned to the agent but they will not be "on-queue" for this specific calls, so wont receive any interactions.

Regards

Hi,

an agent is actively working on workitems for example (could also be chat, email) and in Mediaswitcher he has voice inactive.

When a supervisor is adding a acd skill / queue for voice, than the voice mediatype in Mediaswitcher is also immediately switched to active.

Is there a way to prevent this from happening? Agent is on-queue for workitems at that moment.

Hi Stephan,

thanks again for your suggestion. The issue is that the Supervisors have 200+ agents to modify, and agents have more than 6 queues assigned on all media types. I am looking for a way to support the supervisor, so they can activate queues, without directly activating the mediatype in the mediaswitcher. 

Hi Arno

I found another option perhaps that might be a bit easier.  Will still require manual intervention from the supervisor but you will be able to deactivate in bulk.

Queue performance workspace, Agents tab - select the required agent and deactivate.

Supervisor can then  follow the same steps and just activate the queues again in bulk once required.

Thanks Stephan for you suggestion.

I guess this will work, but supervisors are adding ACD skills (media) in bulk. So it will be to much work to deactivate this for all agents.

Hi Arno

Not sure if this will help but the supervisor can just deactivate the queue for the specific agent after the queue and skill have been assigned.  This can be done in the queue activity view.

The queue will still be assigned to the agent but they will not be "on-queue" for this specific calls, so wont receive any interactions.

Regards

Hi,

an agent is actively working on workitems for example (could also be chat, email) and in Mediaswitcher he has voice inactive.

When a supervisor is adding a acd skill / queue for voice, than the voice mediatype in Mediaswitcher is also immediately switched to active.

Is there a way to prevent this from happening? Agent is on-queue for workitems at that moment.

Hi,

an agent is actively working on workitems for example (could also be chat, email) and in Mediaswitcher he has voice inactive.

When a supervisor is adding a acd skill / queue for voice, than the voice mediatype in Mediaswitcher is also immediately switched to active.

Is there a way to prevent this from happening? Agent is on-queue for workitems at that moment.

#Other

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Arno Draaijer
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