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This is separate from the Genesys Cloud Ideas lab which can be found Here for product related feature ideas. The Genesys Beyond Ideas Lab is only for Genesys Beyond training ideas and feedback on any product related requests will be rejected here.

We encourage you to participate by voting on, commenting on, and creating new ideas. Popular ideas with high vote and comment activity will be evaluated by the Genesys Beyond Product Management team and an update will be posted. Community feedback will play a key role in which ideas are accepted by the team; however, not all submitted ideas will be delivered. Please note that this portal is for Genesys Beyond training ideas and feedback. If you have Genesys product-related feedback, please visit the Genesys Cloud Product Ideas Portal.

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Status Declined
Created by Guest
Created on Apr 4, 2024

RELATED IDEAS

Restrict Inbound Call for On Queue while making Outbound Calls

An agent can be responsible for doing Inbound/Outbound for same queue. Currently, when agent is setting the status to On Queue for Inbound and at the same time making the outbound call as On Behalf of queue.


While making the Outbound there is always a chance to get the Inbound call as the inbound call takes the priority compared to outbound. Right now the only solution is to go off queue while making the outbound call. But, the problem is that many times agent can forget to switch to On Queue immediately which impacts the queue SLA.


Would like to see if it is possible to remain On Queue and while making the outbound restrict any Inbound Calls.

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  • Admin
    Bob Sterner
    Reply
    |     Apr 16, 2024

    Hello! It sounds like this is feedback about a Genesys product instead of feedback about a Genesys Beyond training course / course materials.

    If this is an idea for a Genesys product, you will want to direct that feedback to the Product team. We can help direct you to the right place. For Genesys Cloud CX Product Ideas, visit https://genesyscloud.ideas.aha.io/ideas.

    If this is feedback about a Genesys Beyond training course, please provide more info including which course is affected.

    Have a nice day.