Hello!

We are in the process of implementing Genesys cloud as our contact center tool, but have the below quires.

Can we disable the On-queue option so that agents can choose available to go on ready mode to receive the call ?

Hi Suraj,

What do you mean with "disable the On-queue option" ? 

Agents can always choose to put themselves on-queue and if your org has the setting "Restore previous presence" and "Renew On-Queue Connections" activated, then they their on-queue status will be renewed upon reconnection after logout. On the other hand, if you disable that org-wide setting, your agents will always be off-queue initially when they log out and they will need to go on-queue manually.

Best Regards,

Georgy

No, that is not an option. The presence status for the platform are what they are and there is no way to override how they work. While there are ideas to be able to make custom presence in the ideas lab On Queue as far as I'm aware this will always be the mechanism that makes an agent able to receive ACD calls and digital interactions. 

I'm assuming in your prior platform, "Available" was the presence that allowed users to take ACD routed calls? In my opinion it's just going to be a training requirement that they learn that on-queue is the equivalent to Available in the prior system.