Chat Queue Routing

1

Hi Team,

Is there any way we can differentiate between chat queue and phone queues, we experienced a scenario where call was transferred from phone agents to chat queues by mistake and plenty of calls were not routed properly because chat agents aren't trained on assisting voice customers.

Is there a way to prevent chat queues from even being shown to phone agents, or vice versa?

2

Hi,

This forum is mainly focused on answering questions related to the Genesys Cloud platform API and more developer-focused questions. The question you are asking is more appropriately answered in our Genesys Knowledge Network Forum.

Thanks,
John Carnell
Manager, Developer Engagement

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