FAQs: Queues

Does placing a call on behalf of a queue affect standard ACD routing?

The manually-dialed outbound call on behalf of queue counts as resetting the… [More]

How does deleting queues affect reports, views, and other data?

After you delete a queue, you can still access its past interactions… [More]

What could cause an unknown queue error?

If a user’s role is in one division, and a queue is… [More]

What does Not responding mean?

When you decline or fail to answer an interaction within the Alerting… [More]

Why don’t the agents see an option to request for ACW when the queue is set to Agent Requested?

For more information about after call work settings, see Create and… [More]

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About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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