Genesys Cloud - Main

Hi Genesys Community!

I would love to hear how you support your agents to easily check the various queues in your organisation while they are on an interaction?

For example - if someone from my 'Service' department is going to transfer to the 'Insurance' department they may want to quickly view how long the queue wait time is to advise the customer. In particular remote workers who cannot see a wallboard.

At present, I am suggesting they keep their dashboard (or 'my queues activity') open in Genesys and minimise the interaction to view it.

Ideally it would be amazing if I can build a Client App in a widget to sit inside the interaction so that the list of queues and their wait times can be visible within the multipanel UI - I have access to the Data Actions, but am not sure how to connect them through a Client App Integration.

I would love to hear any suggestions or experience from building something similar.

Best,

Isabella 

Some folks build a Data Action and use it within a Script to populate those metrics either on demand or on a timed basis. 

Hi Genesys Community!

I would love to hear how you support your agents to easily check the various queues in your organisation while they are on an interaction?

For example - if someone from my 'Service' department is going to transfer to the 'Insurance' department they may want to quickly view how long the queue wait time is to advise the customer. In particular remote workers who cannot see a wallboard.

At present, I am suggesting they keep their dashboard (or 'my queues activity') open in Genesys and minimise the interaction to view it.

Ideally it would be amazing if I can build a Client App in a widget to sit inside the interaction so that the list of queues and their wait times can be visible within the multipanel UI - I have access to the Data Actions, but am not sure how to connect them through a Client App Integration.

I would love to hear any suggestions or experience from building something similar.

Best,

Isabella