Genesys Cloud – Queue Segmentation for Canned Responses

In a future Genesys Cloud release, administrators will be able to implement Queue Segmentation for Canned Responses. This feature enables the assignment of specific canned response libraries to queues, streamlining agent access during interactions. By limiting the available responses, it reduces the time agents spend searching through libraries, particularly in scenarios with numerous libraries and responses. The addition of a new tab, Canned Responses, in the queue configuration screen enables administrators to easily assign specific libraries to queues. For more information, see the Queue Segmentation for Canned Responses – Coming Soon! community post.