Genesys Cloud - Main

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult. 

Hey Sarah!

We have a community that is currently dedicated to this feature: https://community.genesys.com/communities/gc-ui-new-features?CommunityKey=f4bf88cc-0f42-4b62-a248-018993248afa

If you have not joined it, that may be a good place to ask, as well. The moderators there may not be looking here.

Cheers,

Matt

We have been asking our agents to enable the Multi Contextual Panel so they can get used to the new Agent UI. I have one agent that has been receiving complaints from other departments, that when she is reaching out to them as a consult, the caller/member is on the line and can hear the whole conversation, thus, being a conference interaction, instead of a consult interaction. 

I was troubleshooting with the agent, and I found out that its when she places the consultee/agent on hold, to speak to the caller/member to inquire about something, and then goes to Resume the call with the consultee/agent, the interaction now becomes a conference call, and is no longer a consult. It does not place the other person on hold again. 

As a workaround, I have advised the agent to use the hold buttons only on a consult, but, now I am wondering if the Resume button is working as designed. We would think if they click on Resume, it would place the other person on hold, which it is not. We tested it the other way as well. If you click Resume on the caller/member, it removes them from being on hold, but does not place the consultee/agent on hold; turns it into a conference call. 

Has anyone else experienced this? Is this how the Resume button was designed? Our expectation was it would automatically take the person we are resuming with off hold, and place the other person on hold, same as how the hold button works on a consult.