Genesys Cloud - Main

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

Another angle you could potentially look at this - but it's open to agent abuse - is that if they de-select their phone but stay on-queue they'll still receive non-voice calls.  Of note is a recent release allowed admin to NOT allow this behaviour based on role/permission.

So as long as you haven't enforced that new feature, you could just have them deselect their phone when they should come off voice queues, and select the phone again when they should.  They'll still show as on-queue but you'd need to look in certain status/activity news and add the station column to see those that are in this particular state (it'll show red as having no phone).

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

Another angle you could potentially look at this - but it's open to agent abuse - is that if they de-select their phone but stay on-queue they'll still receive non-voice calls.  Of note is a recent release allowed admin to NOT allow this behaviour based on role/permission.

So as long as you haven't enforced that new feature, you could just have them deselect their phone when they should come off voice queues, and select the phone again when they should.  They'll still show as on-queue but you'd need to look in certain status/activity news and add the station column to see those that are in this particular state (it'll show red as having no phone).

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

@Gina Palmer - thank you as well for this tip! I wasn't aware of that bulk activate/deactivate feature so that is quite helpful. It won't help my specific scenario unfortunately as we want to allow our agents to control it themselves, by channel.  We have some agents with 20 voice queues, so for them to have to deactivate all of them, and then reactivate all of them, is a bit too cumbersome (and we worry they will only re-activate some of the voice queues, not all, in an effort to avoid harder voice queues).  I suppose it could be workable if a Supervisor could deactivate bulk queues "by agent" -- meaning, instead of doing that by going to the queue report and select the agent to deactivate from that queue, is there a way to look up an agent, and then deactivate multiple queues from the agent view?  Hope that makes sense!

Sheryl 

Another angle you could potentially look at this - but it's open to agent abuse - is that if they de-select their phone but stay on-queue they'll still receive non-voice calls.  Of note is a recent release allowed admin to NOT allow this behaviour based on role/permission.

So as long as you haven't enforced that new feature, you could just have them deselect their phone when they should come off voice queues, and select the phone again when they should.  They'll still show as on-queue but you'd need to look in certain status/activity news and add the station column to see those that are in this particular state (it'll show red as having no phone).

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

@Sheryl McKercy  If I am understanding correctly, yes.  You can go into one agent and deactivate queues quickly for that one agent.  From the Agent Performance workspace, you can click on the talking face looking icon (I highlighted it), it opens up a queue activation section where you can quickly click to activate of deactivate an agents queues.  You can only do one agent at a time this way, but it does let you access all that agents queues at once.  You can get to the agent performance tab either by opening an agent performance workspace and looking up your person but I usually just click on there name from whatever queue activity workspace I happen to be in.

@Gina Palmer - thank you as well for this tip! I wasn't aware of that bulk activate/deactivate feature so that is quite helpful. It won't help my specific scenario unfortunately as we want to allow our agents to control it themselves, by channel.  We have some agents with 20 voice queues, so for them to have to deactivate all of them, and then reactivate all of them, is a bit too cumbersome (and we worry they will only re-activate some of the voice queues, not all, in an effort to avoid harder voice queues).  I suppose it could be workable if a Supervisor could deactivate bulk queues "by agent" -- meaning, instead of doing that by going to the queue report and select the agent to deactivate from that queue, is there a way to look up an agent, and then deactivate multiple queues from the agent view?  Hope that makes sense!

Sheryl 

Another angle you could potentially look at this - but it's open to agent abuse - is that if they de-select their phone but stay on-queue they'll still receive non-voice calls.  Of note is a recent release allowed admin to NOT allow this behaviour based on role/permission.

So as long as you haven't enforced that new feature, you could just have them deselect their phone when they should come off voice queues, and select the phone again when they should.  They'll still show as on-queue but you'd need to look in certain status/activity news and add the station column to see those that are in this particular state (it'll show red as having no phone).

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

In lieu of Genesys adding that ability to the UI, I would recommend building a basic web page / script to leverage use of the APIs to allow that kind of bulk operation. 

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

Interesting idea!  Do you mind expanding on this idea a little?  Are you saying we could build an agent script, leveraging an API (which one?) that would provide the agent access to manage their queues by channel?

Any further insight you have on this would be much appreciated!

In lieu of Genesys adding that ability to the UI, I would recommend building a basic web page / script to leverage use of the APIs to allow that kind of bulk operation. 

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

Hi Sheryl, 

I was thinking a web page hosted outside of the Genesys UI, but you could access it via an Agent Script if you wish, it depends on your workflow. The web page would encapsulate a simple Join/Unjoin API call, see API PATCH REQUEST

https://api.mypurecloud.ie/api/v2/routing/queues/{GENESYS_QUEUE_ID}/users/{GENESYS_USER_ID}

You could build a Data Table that contained all of the queues defined with columns such as Queue Name, Id, Channel_Type. The web page script could then list the Queues for each user based on Channel Type. As you I'm sure you know, in the Genesys Cloud world, a queue can handle any interaction type so essentially the data table becomes your mapping between queue and channel.  

You can then easily build a bulk update to join/unjoin the queue using the API above, or use a Bulk operation - https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-routing-queues--queueId--members.

This requires custom development effort that you would need to take on, but its how I would approach this and it would meet your requirements. 

Interesting idea!  Do you mind expanding on this idea a little?  Are you saying we could build an agent script, leveraging an API (which one?) that would provide the agent access to manage their queues by channel?

Any further insight you have on this would be much appreciated!

In lieu of Genesys adding that ability to the UI, I would recommend building a basic web page / script to leverage use of the APIs to allow that kind of bulk operation. 

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl

Hi,

you could also look into Conditional Group Routing Conditional group routing overview - Genesys Cloud Resource Center. You'd put all those agents of the email team into a group and configure the inbound call queues to use that group as overflow when SLAs are being breached. If you make sure that voice can interrupt email in the utilisation, it would all work automatically and no one needs to (de)activate queues.

Regards,

Jeroen

Hello,

Can someone share if they have found a way to activate/deactivate queues by channel, as opposed to one queue at a time?  In our contact centre we have a dedicated email team, however those agents will support inbound voice queues when it is busy. In the Engage platform, the individual agents can put themselves on-queue for a specific channel: email or voice (or both) so they can dedicate their time to a specific channel.  In Cloud it looks like the agent would have to deactivate all voice queues in order to not receive inbound voice calls, but that is too cumbersome as our agents might have 20-30 voice queues assigned to them.  We also don't want the agents to be able to deactivate a few of the queues if they simply don't want to handle that call type. Therefore, is there an easier way to provide agents with the ability to be on-queue by channel?

Thank you,

Sheryl