Genesys Cloud - Main

Question for anyone that may have a setup like this. I am routing to a separate Queue so that a call is not recorded for PII reasons. All of my Agents are in this Queue, but they are also in the main Queue. The In Queue flow is the same for all of the Queues, but the Wait Times are reporting different. I know the reason why, but has anyone ever found a way to make this work, or should i go to one queue, and have my agents use Secure Pause?

Thanks
#Routing(ACD/IVR)

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Steven Moore
MITRE Corporation
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If it is all inbound, you could set the trunk to require consent for recording. In the Inbound Call flow, instead of asking the caller whether they want to be recorded you could just set it on or leave it off instead of routing to a different queue. That way, all the calls are in the same queue from the start and you control whether or not it is recorded using the Enable Participant Recording action.


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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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Ill have to give that a try. I was looking at building a Secure flow as well.

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Steven Moore
MITRE Corporation
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Original Message:
Sent: 01-09-2020 10:45
From: George Ganahl
Subject: Wait Time for Multiple Queues

If it is all inbound, you could set the trunk to require consent for recording. In the Inbound Call flow, instead of asking the caller whether they want to be recorded you could just set it on or leave it off instead of routing to a different queue. That way, all the calls are in the same queue from the start and you control whether or not it is recorded using the Enable Participant Recording action.


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George Ganahl GCP (PureCloud), ICCE
Principal Technology Consultant
Genesys
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