Hello Everyone,
We are trying to establish an agent hierarchy within our Genesys Cloud setup, and our first step is to accurately identify agents among all users.
Here is what we are specifically looking to understand:
1. Agent Identification Methods :
How can we reliably identify agents among the diverse pool of users in Genesys Cloud? Are there any standardized approaches, roles, or attributes that can help us distinguish agents from other users?
Does Genesys Cloud offer any default mechanisms for recognizing agents? Are there specific roles or settings that are typically associated with agent identification?
2. Use of Queue Membership :
Can queue members be considered as agents in the Genesys Cloud context? I'm interested in understanding if queue membership can serve as a reliable means of identifying agents.
3. Agent Identification Challenges :
Have any of you faced challenges in accurately identifying agents within Genesys Cloud? We are interested in learning about them.
If you have any tips, best practices, or information related to the points mentioned above, please share your thoughts.
Thanks in advance!