Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: vma on July 23, 2010, 09:22:52 AM

Title: How to hide some queues from GAD?
Post by: vma on July 23, 2010, 09:22:52 AM

Here is my new dilemma :)
I want to put some queues for existing interactions when I send and email to an agent. So I want him to be able to select one of these queues when he hits [b]Done[/b]. On the other hand I want the inbound interaction to be terminated when he hits [b]Reply[/b].
I tried to put the __STOP__ queue first in the list but still the email is sent to the next queue not __STOP__ when he hits [b]Reply[/b].
Then I created a Terminate queue where I terminate the interactions myself and I put it first in the list. Now it works but is it possible to hide this queue so the agent doesn't see it when he hits [b]Done[/b]? I took away all rights for the GAD user but the execute and is still listed when pressing [b]Done[/b].
I tried to be as clear as possible, if not pls tell me and I'll try to explain it better.

Thank you,
Mihai

Title: Re: How to hide some queues from GAD?
Post by: René on July 23, 2010, 03:26:05 PM

Hi Mihai,

GDesktop 7.6 allows you to hide selected queues shown during Mark Done operation. Check GDesktop documentation for the key "email-in-markdone-hidden-queues" located in Multimedia section.

R.

Title: Re: How to hide some queues from GAD?
Post by: vma on July 27, 2010, 12:00:10 PM

cool :) thank you so much!
Second question, can I have statistics on this? I mean can I see a statistic per agent how many emails he sent to queue1 and how many to queue2?
I tried a filter "PairExists("MediaType","email") & PairExists("Queue","__Replied__*")" on Interactions_processed but it didn't worked :(