Call on behalf of queue in Genesys Cloud interaction window

Prerequisites
  • Queue Activation component must be added to the ServiceNow workspace.

From the Genesys Cloud interaction window in the ServiceNow workspace, you can make an outbound call on behalf of a queue. The Queue Activation component in the workspace displays the list of queues that you belong to and allows you to activate or deactivate a queue. For each queue, the Select Queue icon is displayed.

This image is a screenshot of the queue activation component in the ServiceNow workspace.

To select a queue, click the Select Queue icon. When selected, the icon is highlighted in blue Selected queue in ServiceNow and the Genesys Cloud interaction window displays the queue selected:

This image is a screenshot of the Genesys Cloud interaction window displayed in the ServiceNow workspace.

Note: You can also select queues from which you do not receive interactions.

When no queue is selected, the outbound call is not made on behalf of any queue.

For more information, see Use Genesys Cloud components in ServiceNow and Call controls in the ServiceNow UI workspace.