Genesys Cloud - Main

Hello Carmine,

I am not aware of any work around to this since we implemented divisions as a way to allow admins to divide up the organization into discrete segments. Hopefully someone from the Community can share how they would accomplish this work around.

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Hi Carmine,

Have you tried to use data actions to retrieve the queue Name, the data actions can have a different set of roles/permissions which would keep the segregation in tact for the agents. My assumption is you are referring to the Agent Script showing {Scripter.Queue Name}.

Hi Kevin,

we already use Agent Script as workaround to show Queue Name to agent; and it works fine.

However, the issue is not present on the Agent Script but on the alert pop-up appears when the agent receives a call.

For example, the Customer Service queue belongs to the Front-Office division, but agent Carl, who is a member of the Customer Service queue, belongs to the Support division.

When Carl receives a call offered to Customer Service queue, the queue name doesn't appear for him; instead, system shows "Queue: Unknown".

We are looking for a solution to avoid the message "Queue: Unknow" that appears on alert pop-up.

Regards,

Hi Carmine,

Have you tried to use data actions to retrieve the queue Name, the data actions can have a different set of roles/permissions which would keep the segregation in tact for the agents. My assumption is you are referring to the Agent Script showing {Scripter.Queue Name}.

Ah, i see now. I tested the same, and this is definitely a support case candidate.

The fact that on a browser refresh while you have the alert being presented, and after refresh it shows the queue, is not consistent, and should be corrected.

I found that If i assigned Routing -> Queue - Search to the other division it would display correctly on the first presentation.

hope that helps,

Hi Kevin,

we already use Agent Script as workaround to show Queue Name to agent; and it works fine.

However, the issue is not present on the Agent Script but on the alert pop-up appears when the agent receives a call.

For example, the Customer Service queue belongs to the Front-Office division, but agent Carl, who is a member of the Customer Service queue, belongs to the Support division.

When Carl receives a call offered to Customer Service queue, the queue name doesn't appear for him; instead, system shows "Queue: Unknown".

We are looking for a solution to avoid the message "Queue: Unknow" that appears on alert pop-up.

Regards,

Hi Carmine,

Have you tried to use data actions to retrieve the queue Name, the data actions can have a different set of roles/permissions which would keep the segregation in tact for the agents. My assumption is you are referring to the Agent Script showing {Scripter.Queue Name}.

Hello Kevin,

thank you for your interest. What do you mean with "I found that If i assigned Routing -> Queue -> Search to the other division"?

The Routing -> Queue -> Search is a permission not division aware. However, for the agents this permission is already assigned in our environment.

I find on browser console the 403 - Forbidden for the API api/v2/routing/queues/{queueid}.

After the first refresh of browser (Ctrl+F5), for the next calls on the same queue, the name appears correctly.

We can't say how and why, but at the first time the queue name is undefined, reloading the page it gets populated.

Regards,

Ah, i see now. I tested the same, and this is definitely a support case candidate.

The fact that on a browser refresh while you have the alert being presented, and after refresh it shows the queue, is not consistent, and should be corrected.

I found that If i assigned Routing -> Queue - Search to the other division it would display correctly on the first presentation.

hope that helps,

Hi Kevin,

we already use Agent Script as workaround to show Queue Name to agent; and it works fine.

However, the issue is not present on the Agent Script but on the alert pop-up appears when the agent receives a call.

For example, the Customer Service queue belongs to the Front-Office division, but agent Carl, who is a member of the Customer Service queue, belongs to the Support division.

When Carl receives a call offered to Customer Service queue, the queue name doesn't appear for him; instead, system shows "Queue: Unknown".

We are looking for a solution to avoid the message "Queue: Unknow" that appears on alert pop-up.

Regards,

Hi Carmine,

Have you tried to use data actions to retrieve the queue Name, the data actions can have a different set of roles/permissions which would keep the segregation in tact for the agents. My assumption is you are referring to the Agent Script showing {Scripter.Queue Name}.

Hi Carmine,

Create a new role with just the Routing->Queue->Search, then add that role to the agent, or to the group if using inheritance.
Then scope the other division(s) that you want them to use that role for, in you case example add the role to Carl, and select the 'Customer service' division.
The evidence that you have shown above would be enough to send to Genesys for a case to open, as that 403 should not happen firs time around if the refresh does not also. Thats a bug.

Hello Kevin,

thank you for your interest. What do you mean with "I found that If i assigned Routing -> Queue -> Search to the other division"?

The Routing -> Queue -> Search is a permission not division aware. However, for the agents this permission is already assigned in our environment.

I find on browser console the 403 - Forbidden for the API api/v2/routing/queues/{queueid}.

After the first refresh of browser (Ctrl+F5), for the next calls on the same queue, the name appears correctly.

We can't say how and why, but at the first time the queue name is undefined, reloading the page it gets populated.

Regards,

Ah, i see now. I tested the same, and this is definitely a support case candidate.

The fact that on a browser refresh while you have the alert being presented, and after refresh it shows the queue, is not consistent, and should be corrected.

I found that If i assigned Routing -> Queue - Search to the other division it would display correctly on the first presentation.

hope that helps,

Hi Kevin,

we already use Agent Script as workaround to show Queue Name to agent; and it works fine.

However, the issue is not present on the Agent Script but on the alert pop-up appears when the agent receives a call.

For example, the Customer Service queue belongs to the Front-Office division, but agent Carl, who is a member of the Customer Service queue, belongs to the Support division.

When Carl receives a call offered to Customer Service queue, the queue name doesn't appear for him; instead, system shows "Queue: Unknown".

We are looking for a solution to avoid the message "Queue: Unknow" that appears on alert pop-up.

Regards,

Hi Carmine,

Have you tried to use data actions to retrieve the queue Name, the data actions can have a different set of roles/permissions which would keep the segregation in tact for the agents. My assumption is you are referring to the Agent Script showing {Scripter.Queue Name}.