Queue number is displaying instead of queue name

Genesys Cloud Routing
1

Hi,

I am very new in Genesys. I would like to know that how i can change queue number in IWS.

e.g. Call to Route Point (Number 4200 & Alias Test) & call is ringing at Agent desktop. In IWS Origin is showing from where i have called but in Queue its showing 4200 instead of Test.

Please someone help to resolve this problem.

Thanks,
Sarwar

2

I recommend to you read the IWS deployment doc, I think that is possible to change these values in routing.

3

Thanks…
I used following parameter in IWS—Option Tab

display-format.routing-point-name
display-format.interaction-queue.name

But not luck.

Thanks,

4

These options does not intended for your need,as I wrote read the doc first - no sense doing something that you do not understand. Data in History case data is possible change during routing an interaction. Second solution is,remove History tab and extend your own CaseData by Queue alias or any required data.