Customize PureCloud for Salesforce UI: Adding a custom action button

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Hi @GenesysCommunity, @Richard.Schott, @tim.smith,

Please help me with this query. As automatic post call survey is not possible, I would like to know using PureCloud for Salesforce:

  1. Can I add a new action button: on clicking that button at the end of the call it will transfer the call to a queue and in queue call flow will take care of the survey?

How to add this new action button in PC4SF CTI widget?

  1. For Outbound call, suppose an agent is part of 5 queues then that agent should get a drop down to select out of that 5 queues to select a queue to call from?

Why is this feature not available? Its tedious task for agent to type in the queue name?

  1. Also access control has no evidence here at all?

  2. Onqueue status is good but Why not automatically change to Interacting status when actually interacting on a call?

  3. Suppose the agent didnt pick up a call, how to automatically set his status to "Agent Not Responding"

This all questions are coming since PureConnect gives all this feature out of box with respect status, access , drop down.

Thanks,
Divya Prabhu

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You can utilize actions from Scripts, which are available in the PureCloud for Salesforce client: https://help.mypurecloud.com/articles/scripts/ You can alternatively use the script window as a utility bar component: https://help.mypurecloud.com/articles/add-an-embedded-interaction-window/

Queue selection is not available as a drop down as part of a UI convention. Because agents could theoretically be part of a number of queues, this drop down could be (practically) unbounded. Because of this, the Queue selection is a type ahead search bar. The Agent can always select "remember last selected queue": https://help.mypurecloud.com/articles/remember-the-last-selected-queue-not-persistent/ to prevent them from retyping the queue every time.

I don't know what you mean by "access control has no evidence here"

Interacting and Not Responding are not selectable statuses in PureCloud, so the agent can't select them in the status dropdown. These statuses are automatically entered when the conditions are met and reflected to the rest of the PureCloud system https://help.mypurecloud.com/faq/what-does-not-responding-mean/

PureConnect and PureCloud are separate products, and while the Salesforce integrations may look similar, there should be no expectation regarding parity between them.

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