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One Queue two Divisions

  • 1.  One Queue two Divisions

    Posted 08-12-2022 10:42

    We have a customer that routes several numbers into one Queue.
    The agents that work on that queue work for two companies and must not be able to see eachother, this can be done by using Divisions.

    But.. the Queue can only have one Divsion which results in supervisors seeing all the agents. (blue for the ones they can manage, the others black).
    So it seems that (at this moment) we cannot use this solution. If anyone has an idea please feel free to answer.

    The other option would be to use 2 Queues, but Genesys Cloud does not have a Virtual Queue mechanism so I don't see how we can get this working based on customer requirements.

    With 2 Queues I would have to split up the numbers, or make somekind of loadbalancer that puts calls in Queue A or B but it all feels a bit like a DIY solution.
    Anyone run into the same issue? and did you find a solution?



  • 2.  RE: One Queue two Divisions

    Posted 08-12-2022 11:44