Hi Paul,
You could build an app that uses the Genesys Cloud API to bulk change users when needed.
But like Robert said - ideally you can avoid the need for manual interventions and use the tools to dynamically distribute the traffic.
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Ramon Szeitszam
Spark New Zealand
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Original Message:
Sent: 08-12-2022 13:01
From: Paul Soulodre
Subject: Ability to quickly activate / deactivate queues for a group of agents
Our organization comprises of a number of business units and we are lucky to have a flexible workforce with agents who are trained to handle interactions from multiple business units. With this in mind we are in need of a method to quickly activate / deactivate queues for a group of agents. In a typical scenario Business unit A may have calls waiting while Business unit B may have agents sitting idle. We want to be able to activate queues for BU A that are assigned to agents in BU B without going to Agent performance and selecting agents one by one to activate the queues. By the same token we want to be able to pivot and deactivate those agents/queues quickly so as not to jeopardize queue performance for BU B.
#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Roadmap/NewFeatures
#Routing(ACD/IVR)
#SystemAdministration
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Paul Soulodre
Alberta Motor Association
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