Hello everyone,

I am currently working on developing a routing system based on skills and skill groups for a customer. Each skill group contains agents from various divisions, determined by skill expressions. Consequently, a queue can include agents who belong to different divisions.

For example, the Customer Service queue belongs to the Front-Office division, but an agent like Carl, who is a member of the Customer Service queue, belongs to the Support division. When Carl receives a call, the queue name doesn't appear for him; instead, it shows "Queue: Unknown". However, if Carl refreshes the page during the alerting call, the queue name appears correctly.

Carl's role is configured with Routing > Queue > View permission only for his division Support to ensure he cannot view details of queues outside his division from Performance views.

I found a FAQ indicating that users and queues must be in the same division, which seems to underlie this limitation.

Although the queue name can appear on a script, this behavior is inconvenient for our customer. I'm seeking a solution to this limitation, perhaps through a different permissions role for Carl or any other workaround.

Has anyone faced similar challenges in their development? If so, how did you address them?

Thanks in advance for your insights!

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.

If you would like to make an enhancement request for Genesys Cloud, Genesys encourages you to register your request through the Product Ideas Lab.

To Access the Product Ideas Lab and add your idea:

1. Sign in to the Genesys Knowledge Network.
2. On the Product Ideas Lab section, click Browse and Submit Ideas.
3. From the Product Ideas Lab, click Add a Product Idea.

You can also view and vote for existing ideas.

Hello everyone,

I am currently working on developing a routing system based on skills and skill groups for a customer. Each skill group contains agents from various divisions, determined by skill expressions. Consequently, a queue can include agents who belong to different divisions.

For example, the Customer Service queue belongs to the Front-Office division, but an agent like Carl, who is a member of the Customer Service queue, belongs to the Support division. When Carl receives a call, the queue name doesn't appear for him; instead, it shows "Queue: Unknown". However, if Carl refreshes the page during the alerting call, the queue name appears correctly.

Carl's role is configured with Routing > Queue > View permission only for his division Support to ensure he cannot view details of queues outside his division from Performance views.

I found a FAQ indicating that users and queues must be in the same division, which seems to underlie this limitation.

Although the queue name can appear on a script, this behavior is inconvenient for our customer. I'm seeking a solution to this limitation, perhaps through a different permissions role for Carl or any other workaround.

Has anyone faced similar challenges in their development? If so, how did you address them?

Thanks in advance for your insights!

Hello everyone,

I am currently working on developing a routing system based on skills and skill groups for a customer. Each skill group contains agents from various divisions, determined by skill expressions. Consequently, a queue can include agents who belong to different divisions.

For example, the Customer Service queue belongs to the Front-Office division, but an agent like Carl, who is a member of the Customer Service queue, belongs to the Support division. When Carl receives a call, the queue name doesn't appear for him; instead, it shows "Queue: Unknown". However, if Carl refreshes the page during the alerting call, the queue name appears correctly.

Carl's role is configured with Routing > Queue > View permission only for his division Support to ensure he cannot view details of queues outside his division from Performance views.

I found a FAQ indicating that users and queues must be in the same division, which seems to underlie this limitation.

Although the queue name can appear on a script, this behavior is inconvenient for our customer. I'm seeking a solution to this limitation, perhaps through a different permissions role for Carl or any other workaround.

Has anyone faced similar challenges in their development? If so, how did you address them?

Thanks in advance for your insights!

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 everyone,

I am currently working on developing a routing system based on skills and skill groups for a customer. Each skill group contains agents from various divisions, determined by skill expressions. Consequently, a queue can include agents who belong to different divisions.

For example, the Customer Service queue belongs to the Front-Office division, but an agent like Carl, who is a member of the Customer Service queue, belongs to the Support division. When Carl receives a call, the queue name doesn't appear for him; instead, it shows "Queue: Unknown". However, if Carl refreshes the page during the alerting call, the queue name appears correctly.

Carl's role is configured with Routing > Queue > View permission only for his division Support to ensure he cannot view details of queues outside his division from Performance views.

I found a FAQ indicating that users and queues must be in the same division, which seems to underlie this limitation.

Although the queue name can appear on a script, this behavior is inconvenient for our customer. I'm seeking a solution to this limitation, perhaps through a different permissions role for Carl or any other workaround.

Has anyone faced similar challenges in their development? If so, how did you address them?

Thanks in advance for your insights!

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 everyone,

I am currently working on developing a routing system based on skills and skill groups for a customer. Each skill group contains agents from various divisions, determined by skill expressions. Consequently, a queue can include agents who belong to different divisions.

For example, the Customer Service queue belongs to the Front-Office division, but an agent like Carl, who is a member of the Customer Service queue, belongs to the Support division. When Carl receives a call, the queue name doesn't appear for him; instead, it shows "Queue: Unknown". However, if Carl refreshes the page during the alerting call, the queue name appears correctly.

Carl's role is configured with Routing > Queue > View permission only for his division Support to ensure he cannot view details of queues outside his division from Performance views.

I found a FAQ indicating that users and queues must be in the same division, which seems to underlie this limitation.

Although the queue name can appear on a script, this behavior is inconvenient for our customer. I'm seeking a solution to this limitation, perhaps through a different permissions role for Carl or any other workaround.

Has anyone faced similar challenges in their development? If so, how did you address them?

Thanks in advance for your insights!

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 everyone,

I am currently working on developing a routing system based on skills and skill groups for a customer. Each skill group contains agents from various divisions, determined by skill expressions. Consequently, a queue can include agents who belong to different divisions.

For example, the Customer Service queue belongs to the Front-Office division, but an agent like Carl, who is a member of the Customer Service queue, belongs to the Support division. When Carl receives a call, the queue name doesn't appear for him; instead, it shows "Queue: Unknown". However, if Carl refreshes the page during the alerting call, the queue name appears correctly.

Carl's role is configured with Routing > Queue > View permission only for his division Support to ensure he cannot view details of queues outside his division from Performance views.

I found a FAQ indicating that users and queues must be in the same division, which seems to underlie this limitation.

Although the queue name can appear on a script, this behavior is inconvenient for our customer. I'm seeking a solution to this limitation, perhaps through a different permissions role for Carl or any other workaround.

Has anyone faced similar challenges in their development? If so, how did you address them?

Thanks in advance for your insights!

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}.

Hello everyone,

I am currently working on developing a routing system based on skills and skill groups for a customer. Each skill group contains agents from various divisions, determined by skill expressions. Consequently, a queue can include agents who belong to different divisions.

For example, the Customer Service queue belongs to the Front-Office division, but an agent like Carl, who is a member of the Customer Service queue, belongs to the Support division. When Carl receives a call, the queue name doesn't appear for him; instead, it shows "Queue: Unknown". However, if Carl refreshes the page during the alerting call, the queue name appears correctly.

Carl's role is configured with Routing > Queue > View permission only for his division Support to ensure he cannot view details of queues outside his division from Performance views.

I found a FAQ indicating that users and queues must be in the same division, which seems to underlie this limitation.

Although the queue name can appear on a script, this behavior is inconvenient for our customer. I'm seeking a solution to this limitation, perhaps through a different permissions role for Carl or any other workaround.

Has anyone faced similar challenges in their development? If so, how did you address them?

Thanks in advance for your insights!

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}.

Hello everyone,

I am currently working on developing a routing system based on skills and skill groups for a customer. Each skill group contains agents from various divisions, determined by skill expressions. Consequently, a queue can include agents who belong to different divisions.

For example, the Customer Service queue belongs to the Front-Office division, but an agent like Carl, who is a member of the Customer Service queue, belongs to the Support division. When Carl receives a call, the queue name doesn't appear for him; instead, it shows "Queue: Unknown". However, if Carl refreshes the page during the alerting call, the queue name appears correctly.

Carl's role is configured with Routing > Queue > View permission only for his division Support to ensure he cannot view details of queues outside his division from Performance views.

I found a FAQ indicating that users and queues must be in the same division, which seems to underlie this limitation.

Although the queue name can appear on a script, this behavior is inconvenient for our customer. I'm seeking a solution to this limitation, perhaps through a different permissions role for Carl or any other workaround.

Has anyone faced similar challenges in their development? If so, how did you address them?

Thanks in advance for your insights!