Genesys Cloud - Main

In this video @Mark Bernardo talks about the new functionality to prevent agents from staying on queue without a selected station

Administrators can now remove the Telephony > Phone > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue. Previously, agents could go on queue, deselect their station, and remain on queue without taking calls.

This change helps improve queue integrity by ensuring that only agents with an active station can remain available for interactions.

Release Notes: https://help.mypurecloud.com/releasenote/march-31-2025

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