Genesys Cloud - Main

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded? 

Hello Gina, 

These are hard coded can can not be edited or configured. 

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded? 

Yep...so most folks just create a Secondary Status and switch the Status column in the Queue Activity Detail performance view to show them...or enable the Secondary Status column in other views where available.

Hello Gina, 

These are hard coded can can not be edited or configured. 

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded? 

That is the problem.  I wanted to use "Training" as on of the secondary statuses until that Primary status but I can't have a secondary status with the same name as the primary. 

Yep...so most folks just create a Secondary Status and switch the Status column in the Queue Activity Detail performance view to show them...or enable the Secondary Status column in other views where available.

Hello Gina, 

These are hard coded can can not be edited or configured. 

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded? 

That is the problem.  I wanted to use "Training" as on of the secondary statuses until that Primary status but I can't have a secondary status with the same name as the primary. 

Yep...so most folks just create a Secondary Status and switch the Status column in the Queue Activity Detail performance view to show them...or enable the Secondary Status column in other views where available.

Hello Gina, 

These are hard coded can can not be edited or configured. 

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded? 

Hmmm...I was able to create the Secondary Status Training no problem...

That is the problem.  I wanted to use "Training" as on of the secondary statuses until that Primary status but I can't have a secondary status with the same name as the primary. 

Yep...so most folks just create a Secondary Status and switch the Status column in the Queue Activity Detail performance view to show them...or enable the Secondary Status column in other views where available.

Hello Gina, 

These are hard coded can can not be edited or configured. 

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded? 

Hi @George Ganahl - Our issue is that two statuses with the exact same name (even if one is on a secondary branch, opens the door for too many agent selection mistakes.

Hmmm...I was able to create the Secondary Status Training no problem...

That is the problem.  I wanted to use "Training" as on of the secondary statuses until that Primary status but I can't have a secondary status with the same name as the primary. 

Yep...so most folks just create a Secondary Status and switch the Status column in the Queue Activity Detail performance view to show them...or enable the Secondary Status column in other views where available.

Hello Gina, 

These are hard coded can can not be edited or configured. 

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded? 

Once you create a secondary status under a primary, agents can no longer select the primary status itself - the interface forces one to select one of the secondary statuses under the primary. 

Does that make a difference from your perspective?

Hi @George Ganahl - Our issue is that two statuses with the exact same name (even if one is on a secondary branch, opens the door for too many agent selection mistakes.

Hmmm...I was able to create the Secondary Status Training no problem...

That is the problem.  I wanted to use "Training" as on of the secondary statuses until that Primary status but I can't have a secondary status with the same name as the primary. 

Yep...so most folks just create a Secondary Status and switch the Status column in the Queue Activity Detail performance view to show them...or enable the Secondary Status column in other views where available.

Hello Gina, 

These are hard coded can can not be edited or configured. 

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded? 

Once you create a secondary status under a primary, agents can no longer select the primary status itself - the interface forces one to select one of the secondary statuses under the primary. 

Does that make a difference from your perspective?

Hi @George Ganahl - Our issue is that two statuses with the exact same name (even if one is on a secondary branch, opens the door for too many agent selection mistakes.

Hmmm...I was able to create the Secondary Status Training no problem...

That is the problem.  I wanted to use "Training" as on of the secondary statuses until that Primary status but I can't have a secondary status with the same name as the primary. 

Yep...so most folks just create a Secondary Status and switch the Status column in the Queue Activity Detail performance view to show them...or enable the Secondary Status column in other views where available.

Hello Gina, 

These are hard coded can can not be edited or configured. 

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded? 

Once you create a secondary status under a primary, agents can no longer select the primary status itself - the interface forces one to select one of the secondary statuses under the primary. 

Does that make a difference from your perspective?

Hi @George Ganahl - Our issue is that two statuses with the exact same name (even if one is on a secondary branch, opens the door for too many agent selection mistakes.

Hmmm...I was able to create the Secondary Status Training no problem...

That is the problem.  I wanted to use "Training" as on of the secondary statuses until that Primary status but I can't have a secondary status with the same name as the primary. 

Yep...so most folks just create a Secondary Status and switch the Status column in the Queue Activity Detail performance view to show them...or enable the Secondary Status column in other views where available.

Hello Gina, 

These are hard coded can can not be edited or configured. 

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded? 

Once you create a secondary status under a primary, agents can no longer select the primary status itself - the interface forces one to select one of the secondary statuses under the primary. 

Does that make a difference from your perspective?

Hi @George Ganahl - Our issue is that two statuses with the exact same name (even if one is on a secondary branch, opens the door for too many agent selection mistakes.

Hmmm...I was able to create the Secondary Status Training no problem...

That is the problem.  I wanted to use "Training" as on of the secondary statuses until that Primary status but I can't have a secondary status with the same name as the primary. 

Yep...so most folks just create a Secondary Status and switch the Status column in the Queue Activity Detail performance view to show them...or enable the Secondary Status column in other views where available.

Hello Gina, 

These are hard coded can can not be edited or configured. 

Hi!  Are we able to edit the names of the primary Statuses?  Example: "Training" is a primary Status group.  Are we able to adjust that to "L&D" or is the text from the primary Status names hardcoded?