In a future release, Genesys Cloud will allow administrators to disable the ability for users to make non-emergency outbound calls without selecting a queue. With this update, administrators can require agents to select a queue for non-emergency outbound calls, including PBX and click-to-dial calls. Requiring a queue helps ensure outbound calls are consistently associated with the correct queue, which improves the accuracy of analytics and better aligns outbound calling behavior with organizational reporting requirements.

What’s changing

• Administrators can require queue selection for non-emergency outbound PBX and Communicate calls
• Users cannot place non-emergency outbound calls without selecting a queue when the requirement is enabled
• Click-to-dial outbound calls follow the same queue selection rules

Why this is beneficial

• Helps improve the accuracy of outbound call reporting and analytics
• Gives administrators more control over outbound calling behavior
• Reduces differences between PBX and ACD outbound call handling