Genesys Cloud - Main

Hi Community ,

I have a client requirement at hand , which requires onqueue time to be split into two statuses -> 'email' and 'calls'.

Basically , client wants to have a distinct status for agents to select if they are working on an 'email' or they are taking 'calls'. 

Purpose of this  :- The client uses these statuses in their current system and some comlex logics (related to wfm) are derived using this . They want it  to be retained as-is when they migrate to Genesys cloud. 

While i am aware , that Genesys does not allow this , but wanted to know if someone came across this requirement earlier and they were abe to implement it .Or is there a way involving some development that this can be achieved ?

Regards

Garima.

Hi Garima,

so agents are able to take e-mail-conversations and call-conversations in the same queue as well? And your customer wants to determine, if they are spending time with call-interactions or e-mail-interactions? The easiest way I can imagine is to build a querey that looks on the "media type" and the duration at the same time.

Best regards
Christoph

Hi Community ,

I have a client requirement at hand , which requires onqueue time to be split into two statuses -> 'email' and 'calls'.

Basically , client wants to have a distinct status for agents to select if they are working on an 'email' or they are taking 'calls'. 

Purpose of this  :- The client uses these statuses in their current system and some comlex logics (related to wfm) are derived using this . They want it  to be retained as-is when they migrate to Genesys cloud. 

While i am aware , that Genesys does not allow this , but wanted to know if someone came across this requirement earlier and they were abe to implement it .Or is there a way involving some development that this can be achieved ?

Regards

Garima.

Hi Christoph, 

thanks for your response . the purpose of this activity is not reporting , coz that we would get in the interactions view by channels/media type . 

It is being done coz if an agent is working on an email , he should not be interrupted by a voice call and if agent is working on a voice call he should not be interrupted by an email . This can be done on utilization settings however they dont want to proceed this way as they have the said ability of two statuses in their current system.

Regards

Garima.

Hi Garima,

so agents are able to take e-mail-conversations and call-conversations in the same queue as well? And your customer wants to determine, if they are spending time with call-interactions or e-mail-interactions? The easiest way I can imagine is to build a querey that looks on the "media type" and the duration at the same time.

Best regards
Christoph

Hi Community ,

I have a client requirement at hand , which requires onqueue time to be split into two statuses -> 'email' and 'calls'.

Basically , client wants to have a distinct status for agents to select if they are working on an 'email' or they are taking 'calls'. 

Purpose of this  :- The client uses these statuses in their current system and some comlex logics (related to wfm) are derived using this . They want it  to be retained as-is when they migrate to Genesys cloud. 

While i am aware , that Genesys does not allow this , but wanted to know if someone came across this requirement earlier and they were abe to implement it .Or is there a way involving some development that this can be achieved ?

Regards

Garima.

Hi @Garima Balodi,

If I understand correctly, you only need to be sure when an agent is handling an email it will not be intercepted by voice and viceversa, if is it correct, Genesys Cloud can do it natively. Just take a look at "Utilization":

Doc link: "https://help.mypurecloud.com/articles/utilization/"

For example:

In this case, when the agent is with a voice call, it will not be interrupted by an email but for messagig and chat interactions. It can be configured at organization level or agent level.

Hope this helps you, regard

SG

Hi Christoph, 

thanks for your response . the purpose of this activity is not reporting , coz that we would get in the interactions view by channels/media type . 

It is being done coz if an agent is working on an email , he should not be interrupted by a voice call and if agent is working on a voice call he should not be interrupted by an email . This can be done on utilization settings however they dont want to proceed this way as they have the said ability of two statuses in their current system.

Regards

Garima.

Hi Garima,

so agents are able to take e-mail-conversations and call-conversations in the same queue as well? And your customer wants to determine, if they are spending time with call-interactions or e-mail-interactions? The easiest way I can imagine is to build a querey that looks on the "media type" and the duration at the same time.

Best regards
Christoph

Hi Community ,

I have a client requirement at hand , which requires onqueue time to be split into two statuses -> 'email' and 'calls'.

Basically , client wants to have a distinct status for agents to select if they are working on an 'email' or they are taking 'calls'. 

Purpose of this  :- The client uses these statuses in their current system and some comlex logics (related to wfm) are derived using this . They want it  to be retained as-is when they migrate to Genesys cloud. 

While i am aware , that Genesys does not allow this , but wanted to know if someone came across this requirement earlier and they were abe to implement it .Or is there a way involving some development that this can be achieved ?

Regards

Garima.

Hi Community ,

I have a client requirement at hand , which requires onqueue time to be split into two statuses -> 'email' and 'calls'.

Basically , client wants to have a distinct status for agents to select if they are working on an 'email' or they are taking 'calls'. 

Purpose of this  :- The client uses these statuses in their current system and some comlex logics (related to wfm) are derived using this . They want it  to be retained as-is when they migrate to Genesys cloud. 

While i am aware , that Genesys does not allow this , but wanted to know if someone came across this requirement earlier and they were abe to implement it .Or is there a way involving some development that this can be achieved ?

Regards

Garima.

Hi Community ,

I have a client requirement at hand , which requires onqueue time to be split into two statuses -> 'email' and 'calls'.

Basically , client wants to have a distinct status for agents to select if they are working on an 'email' or they are taking 'calls'. 

Purpose of this  :- The client uses these statuses in their current system and some comlex logics (related to wfm) are derived using this . They want it  to be retained as-is when they migrate to Genesys cloud. 

While i am aware , that Genesys does not allow this , but wanted to know if someone came across this requirement earlier and they were abe to implement it .Or is there a way involving some development that this can be achieved ?

Regards

Garima.

Hi Community ,

I have a client requirement at hand , which requires onqueue time to be split into two statuses -> 'email' and 'calls'.

Basically , client wants to have a distinct status for agents to select if they are working on an 'email' or they are taking 'calls'. 

Purpose of this  :- The client uses these statuses in their current system and some comlex logics (related to wfm) are derived using this . They want it  to be retained as-is when they migrate to Genesys cloud. 

While i am aware , that Genesys does not allow this , but wanted to know if someone came across this requirement earlier and they were abe to implement it .Or is there a way involving some development that this can be achieved ?

Regards

Garima.

Hi Garima, 
this isn't currently possible, On Queue accounts for all work streams and the scheduler balances the scheduled staff to ensure that all work is handled to the best of its ability in order to meet the required Service Goals.

There is an idea in the ideas lab that might be of interest:

https://genesyscloud.ideas.aha.io/ideas/WEM-I-193

Please take a look and add your vote and comments to help us when prioritising future development.

Paul

Hi Community ,

I have a client requirement at hand , which requires onqueue time to be split into two statuses -> 'email' and 'calls'.

Basically , client wants to have a distinct status for agents to select if they are working on an 'email' or they are taking 'calls'. 

Purpose of this  :- The client uses these statuses in their current system and some comlex logics (related to wfm) are derived using this . They want it  to be retained as-is when they migrate to Genesys cloud. 

While i am aware , that Genesys does not allow this , but wanted to know if someone came across this requirement earlier and they were abe to implement it .Or is there a way involving some development that this can be achieved ?

Regards

Garima.

Hi Community ,

I have a client requirement at hand , which requires onqueue time to be split into two statuses -> 'email' and 'calls'.

Basically , client wants to have a distinct status for agents to select if they are working on an 'email' or they are taking 'calls'. 

Purpose of this  :- The client uses these statuses in their current system and some comlex logics (related to wfm) are derived using this . They want it  to be retained as-is when they migrate to Genesys cloud. 

While i am aware , that Genesys does not allow this , but wanted to know if someone came across this requirement earlier and they were abe to implement it .Or is there a way involving some development that this can be achieved ?

Regards

Garima.

Hi Community ,

I have a client requirement at hand , which requires onqueue time to be split into two statuses -> 'email' and 'calls'.

Basically , client wants to have a distinct status for agents to select if they are working on an 'email' or they are taking 'calls'. 

Purpose of this  :- The client uses these statuses in their current system and some comlex logics (related to wfm) are derived using this . They want it  to be retained as-is when they migrate to Genesys cloud. 

While i am aware , that Genesys does not allow this , but wanted to know if someone came across this requirement earlier and they were abe to implement it .Or is there a way involving some development that this can be achieved ?

Regards

Garima.