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.

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