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

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