Use different configurations for different agents


Note: This article applies to Genesys Cloud for Salesforce.

You can configure custom call centers for different user profiles in Salesforce. For example, create one call center for agents who edits interaction logs and another call center for agents who do not edit interaction logs. Then assign agents to the appropriate call center.

Create custom call centers

  1. In Salesforce, click Setup.
  2. Search for Call Centers.
  3. Under Build > Customize > Call Center, click Call Centers.

    The All Call Centers page, which lists all current call center records, appears.

  4. Click the name of your existing call center.
  5. Click Clone.
  6. Type a unique InternalName.
  7. To distinguish the call center from other call centers, edit Display Name.
  8. Click Save.
  9. Assign the appropriate users to this call center.

Configure custom call centers

  1. In Salesforce, click Setup.
  2. Search for Installed Packages.
  3. Under Build, click Installed Packages.
  4. On the Installed Packages page, click Configure next to the Genesys Cloud for Salesforce package.
  5. Under Choose a Call Center, select the call center definition that you just created.
  6. Assign custom configuration values to this call center.
  7. Click Save.

For information about all steps necessary to set up a call center, see Set up a call center.

For more information about the integration, see About Genesys Cloud for Salesforce.