How to hide some queues from GAD?

Genesys Cloud Routing
1

Here is my new dilemma :slight_smile:
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 Done. On the other hand I want the inbound interaction to be terminated when he hits Reply.
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 Reply.
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 Done? I took away all rights for the GAD user but the execute and is still listed when pressing Done.
I tried to be as clear as possible, if not pls tell me and I’ll try to explain it better.

Thank you,
Mihai

2

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.

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3

cool :slight_smile: 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 :frowning:

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