Hello Genesys Community,

The wait is almost over! Queue Segmentation for Canned Responses will be available in early Q2. Thank you for your patience and understanding.

Administrators can assign specific canned responses libraries to queues, which will limit the number of responses an agent has access to during an interaction. This will reduce the time needed for agents to search through libraries and pick out a required response, especially in cases where there are a large number of libraries and responses.

A new tab, Canned Responses, will be available in the queue configuration screen. Administrators can assign specific libraries to the queue from here.

#DigitalChannels

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Marudhu Pandian
Genesys - Employees
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Hi Marudhu, 

Appreciate the above annoucement. Do we have a potential release date for the feature yet? we are really looking forward for this feature. 

Hi Ram,

Hope you are doing good. :)

We are targeting the end of this month for releasing this. Thanks for reaching out.

Regards,
Marudhu

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Marudhu Pandian
Genesys - Employees
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@Marudhu Pandian - First, thank you for considering this feature. I apologize for not seeing this thread sooner as it looks like the feature was GA'd this week and we have some usability feedback that would've been better shared when you posted this in February as opposed to in DIG-I-413 (which is now 'Delivered').

First, as background, we have 1300+ queues in our multi-tenant environment, and access to those queues are managed by Division, not Permissions. As such, we have various lines of business that use (or will start using) Canned Responses and trying to hunt/peck for which Queues should have No/All/Specific Libraries will be a very time-consuming task. We understand the 'All Libraries' default was put in place as to not be disruptive to existing Canned Response users, so we plan to just leave things as-is for now.

With that in mind and per @Jody Nabuurs request, I'm hopeful the community will vote for the next iteration of the Idea so we can get the usability improved to an optimal level for Administrators sooner than later: CECM-I-32 (COMMUNITY VOTES ARE NEEDED!)

We are requesting the ability for Administrators to go to Admin > Canned Responses > Libraries, open the Library, and select which Queues the Library applies to. From a functionality/usability perspective, the user interface for this feature should offer a complete list of Queues with the ability to search for the Queues and then multi-select Queues if more than one is applicable. Additionally, the Administrator should be able to quickly remove or deselect all Queues should not be assigned to the Library.

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Brian T. Jones | Ascension | Senior Specialist - Technology
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