Genesys Cloud - Main

I'm looking for guidance on whether we can configure our Genesys system to display users by department.

Our Reception team handles all incoming client calls and, depending on the client's needs, transfers the call to a specific user or to anyone available within a department. In our previous phone system, the receptionist could simply type in "Payroll" and see a list of all users in that department along with their current availability status.

Is there a way to replicate this functionality in Genesys?  And if so, links to knowledge base articles on how to configure this would also be helpful.

Thanks in advance for the help!

Hi Mandie,

As long as the user profiles are completed, then yes the search function can find people based on their department in the Directory.

Search the directory

I'm looking for guidance on whether we can configure our Genesys system to display users by department.

Our Reception team handles all incoming client calls and, depending on the client's needs, transfers the call to a specific user or to anyone available within a department. In our previous phone system, the receptionist could simply type in "Payroll" and see a list of all users in that department along with their current availability status.

Is there a way to replicate this functionality in Genesys?  And if so, links to knowledge base articles on how to configure this would also be helpful.

Thanks in advance for the help!

Thank you Sam!  Appreciate the help and info!

Mandie Carver   |   Operations Manager MKnudsen@abouttimetech.com (844) 967‑5629 x 1008 CONNECT WITH US: Workmax ‑ Construction's #1 Platform for Mobile Project Cost Management.

    

Hi Mandie,

As long as the user profiles are completed, then yes the search function can find people based on their department in the Directory.

Search the directory

I'm looking for guidance on whether we can configure our Genesys system to display users by department.

Our Reception team handles all incoming client calls and, depending on the client's needs, transfers the call to a specific user or to anyone available within a department. In our previous phone system, the receptionist could simply type in "Payroll" and see a list of all users in that department along with their current availability status.

Is there a way to replicate this functionality in Genesys?  And if so, links to knowledge base articles on how to configure this would also be helpful.

Thanks in advance for the help!

For example, if I type Sales in the search, the left-hand pane shows people found by Department and other categories:

If I then click on Sales under Department I see the people found in that department:

Thank you Sam!  Appreciate the help and info!

Mandie Carver   |   Operations Manager MKnudsen@abouttimetech.com (844) 967‑5629 x 1008 CONNECT WITH US: Workmax ‑ Construction's #1 Platform for Mobile Project Cost Management.

    

Hi Mandie,

As long as the user profiles are completed, then yes the search function can find people based on their department in the Directory.

Search the directory

I'm looking for guidance on whether we can configure our Genesys system to display users by department.

Our Reception team handles all incoming client calls and, depending on the client's needs, transfers the call to a specific user or to anyone available within a department. In our previous phone system, the receptionist could simply type in "Payroll" and see a list of all users in that department along with their current availability status.

Is there a way to replicate this functionality in Genesys?  And if so, links to knowledge base articles on how to configure this would also be helpful.

Thanks in advance for the help!

Thanks George  -  Do you know if this functionality is available in the Salesforce Genesys widget?

For example, if I type Sales in the search, the left-hand pane shows people found by Department and other categories:

If I then click on Sales under Department I see the people found in that department:

Thank you Sam!  Appreciate the help and info!

Mandie Carver   |   Operations Manager MKnudsen@abouttimetech.com (844) 967‑5629 x 1008 CONNECT WITH US: Workmax ‑ Construction's #1 Platform for Mobile Project Cost Management.

    

Hi Mandie,

As long as the user profiles are completed, then yes the search function can find people based on their department in the Directory.

Search the directory

I'm looking for guidance on whether we can configure our Genesys system to display users by department.

Our Reception team handles all incoming client calls and, depending on the client's needs, transfers the call to a specific user or to anyone available within a department. In our previous phone system, the receptionist could simply type in "Payroll" and see a list of all users in that department along with their current availability status.

Is there a way to replicate this functionality in Genesys?  And if so, links to knowledge base articles on how to configure this would also be helpful.

Thanks in advance for the help!