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  • 1.  Remove 'ANI', 'REMOTE', 'PROVIDER', 'MOS', 'SIP CALL ID', 'AGENT ASSIST', 'HAS FAX' From Interaction Filter

    Posted 25 days ago

    How Can i Remove from 'Interactions' panel, 'ANI', 'REMOTE', 'PROVIDER', 'MOS', 'SIP CALL ID', 'AGENT ASSIST', 'HAS FAX' .......in Filter section in My Interaction Workspace.?

    any permission or setting in genesys cloud need to change...anyone help..

     


    #Architecture and Design

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    Roshan Narkhede
    Cognizant Technology Solutions India Private Limited
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  • 2.  RE: Remove 'ANI', 'REMOTE', 'PROVIDER', 'MOS', 'SIP CALL ID', 'AGENT ASSIST', 'HAS FAX' From Interaction Filter

    Posted 25 days ago

    Can anyone help me also regarding this ?...how to remove the above option. Any permission need to change



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    Roshan Narkhede
    Cognizant Technology Solutions India Private Limited
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  • 3.  RE: Remove 'ANI', 'REMOTE', 'PROVIDER', 'MOS', 'SIP CALL ID', 'AGENT ASSIST', 'HAS FAX' From Interaction Filter

    Posted 25 days ago

    Hello Roshan,

    I have not found any permissions that would allow you to select what filter options are available.



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    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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  • 4.  RE: Remove 'ANI', 'REMOTE', 'PROVIDER', 'MOS', 'SIP CALL ID', 'AGENT ASSIST', 'HAS FAX' From Interaction Filter

    Posted 25 days ago

    Thanks Jan...

    then Is it not possible to remove that Filters option from any settings, so that Agents/Supervisors will not see those option



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    Roshan Narkhede
    Cognizant Technology Solutions India Private Limited
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  • 5.  RE: Remove 'ANI', 'REMOTE', 'PROVIDER', 'MOS', 'SIP CALL ID', 'AGENT ASSIST', 'HAS FAX' From Interaction Filter

    Posted 25 days ago

    Sounds like a very unique use case to remove the selection of filterable options. I'm not aware of any way that this can be done. Also the first time i've heard this requirement from users. What is the specific requirement or use case around not wanting to see these specific fields in the filter options?



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    Steve Alix
    EDCi
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  • 6.  RE: Remove 'ANI', 'REMOTE', 'PROVIDER', 'MOS', 'SIP CALL ID', 'AGENT ASSIST', 'HAS FAX' From Interaction Filter

    Posted 25 days ago

    Thank you for your reply! The primary reason for wanting to remove these filter options is to streamline the user interface for our agents. We've found that the presence of these specific filters can lead to confusion or overwhelm, especially for newer team members. By limiting the options to only the most relevant filters, we believe it will enhance usability and improve overall efficiency in handling interactions.



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    Roshan Narkhede
    Cognizant Technology Solutions India Private Limited
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  • 7.  RE: Remove 'ANI', 'REMOTE', 'PROVIDER', 'MOS', 'SIP CALL ID', 'AGENT ASSIST', 'HAS FAX' From Interaction Filter

    Posted 23 days ago

    Have you considered pre-building the view that they are supposed to have and then sharing the preformatted view via the browser url? 
    This way you can just prepare it and share it, and the user won't need to go in add other fields. Instruct the user that they won't need to use the filters?

    It's probably not ideal but at least you can just share it out.



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    Steve Alix
    EDCi
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  • 8.  RE: Remove 'ANI', 'REMOTE', 'PROVIDER', 'MOS', 'SIP CALL ID', 'AGENT ASSIST', 'HAS FAX' From Interaction Filter
    Best Answer

    GENESYS
    Posted 24 days ago

    Hello Roshan,

    I do not believe there is any way to limit the options in the filter view by role. 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.


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    Jason Kleitz
    Genesys - Employees
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