Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Queues vs Groups

    Posted an hour ago

    Our organization is re-evaluating our licenses, and how our various departments are utilizing queues. We have the main contact center which is 100% On Queue, using WEM, metrics, etc. Then we have other departments who are more outbound/back office set up.

    The question we are asking is should all of these departments who are more outbound/back office, have queues, or should we move them to a "Hunt Group" type set up.

    I am asking other orgs what their experience is with Groups in Genesys, when you have less than 10 associates in each group. How are Supervisors able to monitor who is On Queue, see if a voicemail has been handled, how it acts when someone calls the group, etc. 

    Any and all experience or how you have your org set up for back office (who still need to take calls from the frontline and make outbound calls), and pros and cons of a Group. 

    Thank you 


    #Other

    ------------------------------
    Sarah Blizzard
    Workforce Performance Specialist, PEFCU
    ------------------------------


  • 2.  RE: Queues vs Groups

    Posted an hour ago

    Hi Sarah

    -

    In the past (over 2 years ago) we configured a routing group-based.
    -
    At the time, the traceability for monitoring these calls was quite poor.
    -
    After one week, the client requests a migration to queues where they can actually have a complete view, such as who is associated, calls in progress, calls on hold, etc.
    -
    I don't know if this has improved nowadays; I believe not.
    -
    But in my personal opinion, replacing queues with group-based service isn't a good option.


    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


Related Content