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  • 1.  Salesforce Screen Pop - Reflect the Queue the Call is Coming From

    Posted 01-09-2024 13:15
    No replies, thread closed.

    Hi, 

    Is there a way for the queue, from where the call is coming from, show on Salesforce without the agent navigating to Genesys? 

    Thanks 


    #SystemAdministration
    #Unsure/Other

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    Anna Jhane Mulinyawe
    Accenture Inc.
    ------------------------------


  • 2.  RE: Salesforce Screen Pop - Reflect the Queue the Call is Coming From
    Best Answer

    Posted 01-09-2024 19:05
    No replies, thread closed.

    You can add this, and some other info, within the CTI phone widget that your reps are hopefully using. The config is within the SFDC Call Center, this page outlines the available data points:

    https://help.mypurecloud.com/articles/customize-interaction-details/

    You would first add 'Call.QueueName' then arrow it over into the active column and save your changes.



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    Brad Murlin
    Zillow, Inc.
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  • 3.  RE: Salesforce Screen Pop - Reflect the Queue the Call is Coming From

    Posted 01-12-2024 16:24
    No replies, thread closed.

    Thank you so much Brad. I checked with the client again and she clarified that what she is looking for is a view, for the agent, of the calls waiting even if they are off queue. A 'My Queues Activity'. Saw this idea but it looks like this feature is not getting implemented anytime soon: https://genesyscloud.ideas.aha.io/ideas/OP-I-197.



    ------------------------------
    Anna Jhane Mulinyawe
    Accenture Inc.
    ------------------------------

    Original Message


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