Genesys Cloud - Main

Anyone have a chat and voice queue combined? How do you like it? Any pros and cons you can share? Are agents receptive to it? What do your CSAT scores look like? Any advice on doing it or not doing?

Hello Melissa,

That's a good question. I'm curious if anyone else in the community has implemented their queues like this.

From my past experience (with another vendor), combined chat/voice queues worked well - CSAT scores were strong and agents adapted quickly. The main advantages were flexibility and better resource utilization. The downsides were context‑switching challenges and the need for solid training. I'd recommend doing a demo or pilot  to review it in depth before full rollout.