Manage ACD message routing

Genesys Cloud sends an ACD-routed inbound message to a pre-defined queue. This message then routes to the designated queue members. To open and read ACD-routed inbound messages, an administrator must configure the agent to receive them.

This section assumes that the queue exists. To learn how to create and set up a queue, see Create and configure queues.

  1. Click Admin.
  2. Under Contact Center, click Queues. The Manage Queues page opens.
  3. Find the queue using search or by paging through the list.
  4. Click More  and from the menu that appears, click Edit Queue. The queue configuration opens to the Settings tab.
  5. Click the Members tab.
  6. In the Select new members box, begin typing the name of the contact and then select the appropriate match from the results.
  7. To add the member to the queue, click .
  8. Repeat steps 6–7 for each member to add to the queue.

Note: To learn how to assign a wrap-up code to a new queue, see Create and configure queues.

Prerequisites
  • Routing > Message > Manage permission
  • Routing > Queue > Add, Delete, Join, and View permission

View a user’s permissions

  1. Click Admin.
  2. Under People and Permissions, click People. The Manage People page opens.
  3. Find the user using the Search field or by paging through the list.
  4. Click More  and from the menu that appears, click Edit Person.
  5. Click the View Permissions tab.

The table lists permissions assigned to the user and the roles they are attached to. If the user does not have the appropriate ACD email routing permissions, assign them to a role.

Assign permissions to a user’s role

  1. Click Admin.
  2. Under People and Permissions, click Roles/Permissions. 
  3. Locate the role for which you want to add permissions.
  4. Click More  and from the menu that appears, click Edit Role.
  5. Click the Permissions tab.
  6. Click All Permissions.
  7. Use search, or scroll to the list to locate and select the following permissions:
    • Routing > Message > Manage
    • Routing > Queue > Join
    • Routing > Queue > View
  8. Click Save.

  1. Click Admin.
  2. Under People and Permissions, click People. The Manage People page opens.
  3. Find a user using search or by paging through the list.
  4. Click More   and from the menu that appears, click Edit Person.
  5. On the Roles & Licenses tab, find the Agent role using search, or by paging through the list.
  6. In the Agent row, click the check box in the Assigned column.
  7. Click Save.
  8. Click the People tab and repeat steps 2–7 for each additional user.