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  • 1.  Queue name is displaying as unknow for some queue

    Posted 06-29-2023 10:09
    Edited by Fnu Ganesh 06-29-2023 10:12
    No replies, thread closed.

    Hi All,

    We are facing intermittent issue, when email routed to agent the queue name on the incoming interaction is showing as unknown instead of actual queue name and this issue is not for all queues. Does this something related to permission? 

     


    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)

    ------------------------------
    Fnu Ganesh

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  • 2.  RE: Queue name is displaying as unknow for some queue

    Posted 06-29-2023 15:02
    No replies, thread closed.

    What does it show in the Interactions view once the conversation is done? Does it have a queue name there?



    ------------------------------
    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
    ------------------------------



  • 3.  RE: Queue name is displaying as unknow for some queue

    Posted 06-29-2023 15:33
    No replies, thread closed.

    Yes in interaction I can see the correct queue name to which the interaction routed..



    ------------------------------
    Fnu Ganesh
    M&T Bank
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    Original Message


  • 4.  RE: Queue name is displaying as unknow for some queue
    Best Answer

    Posted 06-29-2023 15:48
    No replies, thread closed.

    Then it might be that the agent does not have permissions to view that queue. Perhaps due to Divisions settings.



    ------------------------------
    George Ganahl GCP (Genesys Cloud), CCXP
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


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