Limitations with CX Cloud from Genesys and Salesforce

When setting up the contact center, consider the following limitations with CX Cloud from Genesys and Salesforce:

• Recommended to disable the display of login confirmation when loading a console with Omni-channel.
  
  1. From Setup in Salesforce, search for Omni-Channel Settings in the Quick Find box and select Omni-Channel Settings.
  2. Select one of the options as desired:
     • Automatically log agents in to Omni-Channel in the new window or tab
     • Warn agents in a popup that open tab-based work will be terminated.
     • Don’t automatically log agents in to Omni-Channel on a new window or tab
     For more information, see Enable and Configure Omni-Channel in the Salesforce documentation.
  3. Click Save.
• Instead of the auto answer feature from Genesys Cloud, use the Automatically accept work requests option provided by Salesforce. For more information, see Create Presence Configurations in the Salesforce documentation.
• CX Cloud from Genesys and Salesforce does not support free seating. The stations are not released when a user logs out.

Review the limitations described in the Salesforce documentation for Service Cloud Voice. For more information, see About CX Cloud from Genesys and Salesforce.