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  • 1.  Queue Segmentation for Canned Responses - Coming Soon!

    GENESYS
    Posted 02-28-2024 06:07
    Edited by Marudhu Pandian 02-28-2024 06:07

    Hello Genesys Community,

    The wait is almost over! Queue Segmentation for Canned Responses will be available in early Q2. Thank you for your patience and understanding.

    Administrators can assign specific canned responses libraries to queues, which will limit the number of responses an agent has access to during an interaction. This will reduce the time needed for agents to search through libraries and pick out a required response, especially in cases where there are a large number of libraries and responses.

    A new tab, Canned Responses, will be available in the queue configuration screen. Administrators can assign specific libraries to the queue from here.

    #DigitalChannels

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    Marudhu Pandian
    Genesys - Employees
    ------------------------------



  • 2.  RE: Queue Segmentation for Canned Responses - Coming Soon!

    Posted 05-13-2024 02:18

    Hi Marudhu, 

    Appreciate the above annoucement. Do we have a potential release date for the feature yet? we are really looking forward for this feature. 



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    Ram Prashanth Muralikrishnan
    Germany
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  • 3.  RE: Queue Segmentation for Canned Responses - Coming Soon!

    GENESYS
    Posted 05-15-2024 13:41
    Edited by Marudhu Pandian 05-15-2024 14:40

    Hi Ram,

    Hope you are doing good. :)

    We are targeting the end of this month for releasing this. Thanks for reaching out.

    Regards,
    Marudhu



    ------------------------------
    Marudhu Pandian
    Genesys - Employees
    ------------------------------



  • 4.  RE: Queue Segmentation for Canned Responses - Coming Soon!

    Posted 25 days ago
    Edited by Brian Jones 25 days ago

    @Marudhu Pandian - First, thank you for considering this feature. I apologize for not seeing this thread sooner as it looks like the feature was GA'd this week and we have some usability feedback that would've been better shared when you posted this in February as opposed to in DIG-I-413 (which is now 'Delivered').

    First, as background, we have 1300+ queues in our multi-tenant environment, and access to those queues are managed by Division, not Permissions. As such, we have various lines of business that use (or will start using) Canned Responses and trying to hunt/peck for which Queues should have No/All/Specific Libraries will be a very time-consuming task. We understand the 'All Libraries' default was put in place as to not be disruptive to existing Canned Response users, so we plan to just leave things as-is for now.

    With that in mind and per @Jody Nabuurs request, I'm hopeful the community will vote for the next iteration of the Idea so we can get the usability improved to an optimal level for Administrators sooner than later: CECM-I-32 (COMMUNITY VOTES ARE NEEDED!)

    We are requesting the ability for Administrators to go to Admin > Canned Responses > Libraries, open the Library, and select which Queues the Library applies to. From a functionality/usability perspective, the user interface for this feature should offer a complete list of Queues with the ability to search for the Queues and then multi-select Queues if more than one is applicable. Additionally, the Administrator should be able to quickly remove or deselect all Queues should not be assigned to the Library.



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    Brian T. Jones | Ascension | Senior Specialist - Technology
    ------------------------------



  • 5.  RE: Queue Segmentation for Canned Responses - Coming Soon!

    GENESYS
    Posted 7 days ago
    Edited by Marudhu Pandian 7 days ago

    Hi Brian, thank you for the feedback and creating the idea for the next iteration of this feature. We will keep CECM-I-32 updated as and when we progress further. Thanks for your understanding!

    Regards,
    ------------------------------
    Marudhu Pandian
    Genesys - Employees
    ------------------------------



  • 6.  RE: Queue Segmentation for Canned Responses - Coming Soon!

    Posted 13 days ago

    This has been a welcome feature addtion. Question... how are the libraries ordered when they are presented to an agent during an interaction? We have a couple of queues with the same specific libraries, but they appear in a different order.



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    Warren Smith
    ATB Financial
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  • 7.  RE: Queue Segmentation for Canned Responses - Coming Soon!

    Posted 12 days ago

    We experienced the same thing Warren, our libraries were not just in different order but even mixed together. 



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    Rich Miller
    CHRISTIAN BROADCASTING NETWORKPc Manager of Digital Interactions
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  • 8.  RE: Queue Segmentation for Canned Responses - Coming Soon!

    Posted 5 days ago

    Please let us know when this feature will be available in the Terraform Registry.



    ------------------------------
    Siddharth Samaiya
    Servion Global Solutions Inc.
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