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  • 1.  Queue Visibility

    Posted 11-15-2024 11:37

    Hey,

    I have several different divisions with lots of queues in each division. How do I limit the agent from seeing all the queues that are not in the division they are in? I noticed on a call recording when they were trying to find a queue to transfer a call to that they could see queues that were unnecessary to them. 

    Thanks in advance.

    #Queues #DivisionAwareness


    #PlatformAdministration
    #Unsure/Other

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    Corey Lanier
    Shaw Industries Group, Inc.
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  • 2.  RE: Queue Visibility

    Posted 11-15-2024 16:27

    Hey Corey,

    Have you checked the Divisions section in the Admin tab to see which queues are assigned to which division? There is a possibility that these queues are assigned to "All division". You can find more info here: https://help.mypurecloud.com/articles/divisions-overview/



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


  • 3.  RE: Queue Visibility
    Best Answer

    Posted 11-15-2024 18:14

    Two things here.  Divisional queues allow recordings to be segmented based on the division.  Second, Divisions themselves don't determine visibility or access -- that is controlled when you assign a role to a user with only one or more divisions.

    For instance, you can see below that I have Supervisor Access to All Divisions, but I only have User Access permissions in the Home division.  So, if there was a Demo Division, I could access both Home and Division as a Supervisor and see the queues and stats of each, but as a User, I can only see the Home division queues and my interaction stats for queues I am assigned to in that division.  

    Here are some good links:

    Divisions overview - Genesys Cloud Resource Center


    Enable division-aware role management - Genesys Cloud Resource Center

    Grant a role and a division to a user - Genesys Cloud Resource Center



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 4.  RE: Queue Visibility

    Posted 11-17-2024 19:46

    Hey Corey,

    You could set Coversation > Communication > Target permission to users to limit division based target destinations for transfers. 



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    Dhanalakshmi Vasudevan
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    Original Message


  • 5.  RE: Queue Visibility

    Posted 21 days ago

    Hey all, 

    Sorry, I haven't gotten back to you in a while on this problem I have. I have looked at the possible solutions and I am still seeing the problem and still not quite sure how to remove them. 

    Robert,
    My agent is only a member of the CS division and has only CS division roles. My queue belongs to the Archive division. When the agent goes to send a call to another department. I do not want them to see the queues as an option for them to transfer to. I do not want to delete the queue because I may need the data at a later time. But I do not have any members in the queue so the call is not getting answered. Maybe the better question is there a way to mark a queue inactive so it is no longer visible to the agents but keep the data?

    I have the two queues that are in the Archive division, the ones with the yellow highlighting, but my agent is in the CS division.

    My agent permissions,

    Dhanalaskshmi,

    I tried your suggestion of the permissions and that does work, however, it posts a pop-up box that says unable to transfer the call but doesn't give a specific reason. I like this idea but do not like the pop-up message. 




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    Corey Lanier
    Shaw Industries Group, Inc.
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    Original Message


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