The On Behalf of Queue option allows you to place an outbound call, such as a follow-up call, on behalf of a queue without going On Queue. The On Behalf of Queue option enables you to place an outbound call, related to a queue, without receiving other interactions. You receive credit for the call because the call statistics are associated with the selected queue.

To place a call on behalf of a queue:

1. On the Menu bar, click Agent Workspace .
2. To start a call on behalf of a queue, at the top of the Conversations roster, click Start a new call .
3. To choose an available queue, begin to type the name of a queue in the On Behalf of Queue box. From the list of suggested queues, select the queue you want to call on behalf of.
   Note: For more information about seeing which queues you are a member of, see Activate queues.
4. In the Enter a number or contact field, begin to type the name of the person you want to call. From the list of suggestions, click the name of the person. Alternatively, enter the phone number and press Enter.
   Notes:
   

   • Use the full phone number. Genesys Cloud does not support extension-only numbers.
   • Genesys Cloud supports click-to-dial on behalf of a queue for non-E.164 phone numbers stored in the External Contact's “Other” field.
5. To start the call, click Call .
6. To end the call, click End Call .
7. Complete any after call work.
   Note: Interactions on behalf of queue inherit the ACW that your admin configures for the queue.