Genesys Cloud - Main

We have a customer taking SMS, Web Messaging, and Facebook DM's.  They want to configure the utilization for each of those Media types differently.  i.e. An agent can take 1 Web Message but not be interrupted by anything, the ability to take 3 SMS interactions at a time, and can be interrupted by Voice.  The issue is SMS, Web Messaging, and Social such as Facebook are all controlled by a single Media type of "Messaging" in Admin/Contact Center/Utilization.   So each of those Interaction types cannot be unique.  Looking for a solution if there is one or if an existing Idea exists.  

Yeah, Messaging media supports different asynchronous messaging channels. 

However, you may explore the option to have distinct queues for Web messaging and SMS media. Assign the agents to be in the queues that are for the specific messaging channel.   Using Utilization on the User (Agent) level you should be able to accomplish what you are looking for i.e. for the agents in SMS queues set Messaging to 3 concurrent and may be interrupted by the voice.  

We have a customer taking SMS, Web Messaging, and Facebook DM's.  They want to configure the utilization for each of those Media types differently.  i.e. An agent can take 1 Web Message but not be interrupted by anything, the ability to take 3 SMS interactions at a time, and can be interrupted by Voice.  The issue is SMS, Web Messaging, and Social such as Facebook are all controlled by a single Media type of "Messaging" in Admin/Contact Center/Utilization.   So each of those Interaction types cannot be unique.  Looking for a solution if there is one or if an existing Idea exists.  

Unfortunately, unlike PureConnect, Genesys Cloud does not allow per-queue utilization settings. Since all of these media types are classed as "Messaging" I don't think you will be able to select different settings for each of these.

Yeah, Messaging media supports different asynchronous messaging channels. 

However, you may explore the option to have distinct queues for Web messaging and SMS media. Assign the agents to be in the queues that are for the specific messaging channel.   Using Utilization on the User (Agent) level you should be able to accomplish what you are looking for i.e. for the agents in SMS queues set Messaging to 3 concurrent and may be interrupted by the voice.  

We have a customer taking SMS, Web Messaging, and Facebook DM's.  They want to configure the utilization for each of those Media types differently.  i.e. An agent can take 1 Web Message but not be interrupted by anything, the ability to take 3 SMS interactions at a time, and can be interrupted by Voice.  The issue is SMS, Web Messaging, and Social such as Facebook are all controlled by a single Media type of "Messaging" in Admin/Contact Center/Utilization.   So each of those Interaction types cannot be unique.  Looking for a solution if there is one or if an existing Idea exists.  

Paul, I agree with you.  As Web Messaging, SMS, and Social are all bundled as one media type "Messaging" I won't be able to control the utilization within this group. Thanks.

Unfortunately, unlike PureConnect, Genesys Cloud does not allow per-queue utilization settings. Since all of these media types are classed as "Messaging" I don't think you will be able to select different settings for each of these.

Yeah, Messaging media supports different asynchronous messaging channels. 

However, you may explore the option to have distinct queues for Web messaging and SMS media. Assign the agents to be in the queues that are for the specific messaging channel.   Using Utilization on the User (Agent) level you should be able to accomplish what you are looking for i.e. for the agents in SMS queues set Messaging to 3 concurrent and may be interrupted by the voice.  

We have a customer taking SMS, Web Messaging, and Facebook DM's.  They want to configure the utilization for each of those Media types differently.  i.e. An agent can take 1 Web Message but not be interrupted by anything, the ability to take 3 SMS interactions at a time, and can be interrupted by Voice.  The issue is SMS, Web Messaging, and Social such as Facebook are all controlled by a single Media type of "Messaging" in Admin/Contact Center/Utilization.   So each of those Interaction types cannot be unique.  Looking for a solution if there is one or if an existing Idea exists.  

Hi Martin,

There is a new feature in development regarding this that by the looks of it could solve your problems.

If you read the Admin comments he'll explains a bit more what they're planning to do.
https://genesyscloud.ideas.aha.io/ideas/INB-I-1007

Paul, I agree with you.  As Web Messaging, SMS, and Social are all bundled as one media type "Messaging" I won't be able to control the utilization within this group. Thanks.

Unfortunately, unlike PureConnect, Genesys Cloud does not allow per-queue utilization settings. Since all of these media types are classed as "Messaging" I don't think you will be able to select different settings for each of these.

Yeah, Messaging media supports different asynchronous messaging channels. 

However, you may explore the option to have distinct queues for Web messaging and SMS media. Assign the agents to be in the queues that are for the specific messaging channel.   Using Utilization on the User (Agent) level you should be able to accomplish what you are looking for i.e. for the agents in SMS queues set Messaging to 3 concurrent and may be interrupted by the voice.  

We have a customer taking SMS, Web Messaging, and Facebook DM's.  They want to configure the utilization for each of those Media types differently.  i.e. An agent can take 1 Web Message but not be interrupted by anything, the ability to take 3 SMS interactions at a time, and can be interrupted by Voice.  The issue is SMS, Web Messaging, and Social such as Facebook are all controlled by a single Media type of "Messaging" in Admin/Contact Center/Utilization.   So each of those Interaction types cannot be unique.  Looking for a solution if there is one or if an existing Idea exists.  

I created my own Idea CERTNG-I-1737.  The one you are referencing was created back in Aug 2020 and is In Development, so hopefully it makes its way into production shortly.  Thanks.

Hi Martin,

There is a new feature in development regarding this that by the looks of it could solve your problems.

If you read the Admin comments he'll explains a bit more what they're planning to do.
https://genesyscloud.ideas.aha.io/ideas/INB-I-1007

Paul, I agree with you.  As Web Messaging, SMS, and Social are all bundled as one media type "Messaging" I won't be able to control the utilization within this group. Thanks.

Unfortunately, unlike PureConnect, Genesys Cloud does not allow per-queue utilization settings. Since all of these media types are classed as "Messaging" I don't think you will be able to select different settings for each of these.

Yeah, Messaging media supports different asynchronous messaging channels. 

However, you may explore the option to have distinct queues for Web messaging and SMS media. Assign the agents to be in the queues that are for the specific messaging channel.   Using Utilization on the User (Agent) level you should be able to accomplish what you are looking for i.e. for the agents in SMS queues set Messaging to 3 concurrent and may be interrupted by the voice.  

We have a customer taking SMS, Web Messaging, and Facebook DM's.  They want to configure the utilization for each of those Media types differently.  i.e. An agent can take 1 Web Message but not be interrupted by anything, the ability to take 3 SMS interactions at a time, and can be interrupted by Voice.  The issue is SMS, Web Messaging, and Social such as Facebook are all controlled by a single Media type of "Messaging" in Admin/Contact Center/Utilization.   So each of those Interaction types cannot be unique.  Looking for a solution if there is one or if an existing Idea exists.  

Hi folks - just wanted to add some color on the feature that is currently in development.  We are going to be introducing 'Utilization Labels' which will allow you to define utilization for any conversations by adding a 'label' to it.  From there, you will be able to define the utilization settings for each label (specifically interruptibility and capacity.)  Once the labels are defined, we will provide a way to attach the label to the conversation in each of your flows.  (May be a data action to start but we intend to make it an option like adding an 'external tag' in the flow.  You will be able to define the label and an org or agent level and it will effectively say a user may take no more than '3 blue interactions' (assuming 'blue' is your label.)

This will effectively mean you could create a label to control utilization to a specific queue as well.  You could create a label equal to your queue name (or something generic that can be used across a number of queues) and then attach that label to the conversations pointed to those queues.

We are targeting a Q3 delivery of this feature.

I created my own Idea CERTNG-I-1737.  The one you are referencing was created back in Aug 2020 and is In Development, so hopefully it makes its way into production shortly.  Thanks.

Hi Martin,

There is a new feature in development regarding this that by the looks of it could solve your problems.

If you read the Admin comments he'll explains a bit more what they're planning to do.
https://genesyscloud.ideas.aha.io/ideas/INB-I-1007

Paul, I agree with you.  As Web Messaging, SMS, and Social are all bundled as one media type "Messaging" I won't be able to control the utilization within this group. Thanks.

Unfortunately, unlike PureConnect, Genesys Cloud does not allow per-queue utilization settings. Since all of these media types are classed as "Messaging" I don't think you will be able to select different settings for each of these.

Yeah, Messaging media supports different asynchronous messaging channels. 

However, you may explore the option to have distinct queues for Web messaging and SMS media. Assign the agents to be in the queues that are for the specific messaging channel.   Using Utilization on the User (Agent) level you should be able to accomplish what you are looking for i.e. for the agents in SMS queues set Messaging to 3 concurrent and may be interrupted by the voice.  

We have a customer taking SMS, Web Messaging, and Facebook DM's.  They want to configure the utilization for each of those Media types differently.  i.e. An agent can take 1 Web Message but not be interrupted by anything, the ability to take 3 SMS interactions at a time, and can be interrupted by Voice.  The issue is SMS, Web Messaging, and Social such as Facebook are all controlled by a single Media type of "Messaging" in Admin/Contact Center/Utilization.   So each of those Interaction types cannot be unique.  Looking for a solution if there is one or if an existing Idea exists.  

Will there be an API for us to set tags throughout the Conversation lifecycle?
Will the query API support searching based on tags? 

We'd like to tag what actions the agent has taken within our CRM during a Conversation. For example, add a "COMPLAINT_CASE_CREATED" tag if a complaint ticket was created during the Conversation. 

Hi folks - just wanted to add some color on the feature that is currently in development.  We are going to be introducing 'Utilization Labels' which will allow you to define utilization for any conversations by adding a 'label' to it.  From there, you will be able to define the utilization settings for each label (specifically interruptibility and capacity.)  Once the labels are defined, we will provide a way to attach the label to the conversation in each of your flows.  (May be a data action to start but we intend to make it an option like adding an 'external tag' in the flow.  You will be able to define the label and an org or agent level and it will effectively say a user may take no more than '3 blue interactions' (assuming 'blue' is your label.)

This will effectively mean you could create a label to control utilization to a specific queue as well.  You could create a label equal to your queue name (or something generic that can be used across a number of queues) and then attach that label to the conversations pointed to those queues.

We are targeting a Q3 delivery of this feature.

I created my own Idea CERTNG-I-1737.  The one you are referencing was created back in Aug 2020 and is In Development, so hopefully it makes its way into production shortly.  Thanks.

Hi Martin,

There is a new feature in development regarding this that by the looks of it could solve your problems.

If you read the Admin comments he'll explains a bit more what they're planning to do.
https://genesyscloud.ideas.aha.io/ideas/INB-I-1007

Paul, I agree with you.  As Web Messaging, SMS, and Social are all bundled as one media type "Messaging" I won't be able to control the utilization within this group. Thanks.

Unfortunately, unlike PureConnect, Genesys Cloud does not allow per-queue utilization settings. Since all of these media types are classed as "Messaging" I don't think you will be able to select different settings for each of these.

Yeah, Messaging media supports different asynchronous messaging channels. 

However, you may explore the option to have distinct queues for Web messaging and SMS media. Assign the agents to be in the queues that are for the specific messaging channel.   Using Utilization on the User (Agent) level you should be able to accomplish what you are looking for i.e. for the agents in SMS queues set Messaging to 3 concurrent and may be interrupted by the voice.  

We have a customer taking SMS, Web Messaging, and Facebook DM's.  They want to configure the utilization for each of those Media types differently.  i.e. An agent can take 1 Web Message but not be interrupted by anything, the ability to take 3 SMS interactions at a time, and can be interrupted by Voice.  The issue is SMS, Web Messaging, and Social such as Facebook are all controlled by a single Media type of "Messaging" in Admin/Contact Center/Utilization.   So each of those Interaction types cannot be unique.  Looking for a solution if there is one or if an existing Idea exists.