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Currently, the Interaction Details tab configuration is managed at a global level, meaning the same set of fields and layout are displayed for interactions from every queue. This limitation makes it difficult for organizations with multiple queues serving different business functions, as each queue may require different interaction information to support its workflow.

Enhance the product to support queue-specific Interaction Details tab configurations, allowing administrators to define and maintain separate configurations for individual queues. The configuration should determine which interaction details are displayed when an interaction is associated with a specific queue.

When an agent receives or opens an interaction, agent should identify the interaction's queue and automatically apply the corresponding queue-specific configuration, ensuring the Interaction Details tab displays only the fields configured for that queue. This enables different queues (for example, Sales, Customer Service, Collections, or Technical Support) to present information tailored to their operational needs without affecting other queues.

This enhancement provides greater flexibility for organizations managing multiple queues, improves the relevance of information presented to agents,  and supports queue-specific business processes.

Hi Sai,

I think this would be a valuable enhancement, especially for organisations supporting multiple business functions within the same Genesys Cloud organisation. Different queues often require different interaction context, and a single global configuration means everyone has to compromise. Having queue-specific Interaction Details configurations would allow agents to see only the information that's relevant to their queue, improving usability and reducing unnecessary information displayed.

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Phaneendra
Technical Solutions Consultant
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Hello Sai,

I fully support this enhancement. Many organisations have queues with completely different business processes, and displaying the same Interaction Details configuration across all queues can make the agent experience less efficient.

Having queue-specific configurations would allow administrators to present only the information that is relevant for each team, reducing clutter, improving productivity, and helping agents focus on the data they actually need to handle each interaction. It would also make Genesys Cloud much more flexible for organisations managing multiple departments within the same environment.