Have anyone been able to implement call routing on the Salesforce side when using Genesys Cloud as the Partner Contact Center? We would like to have visibility of the phone queues backlog in Omni Supervisor, and be able to split the calls from Genesys into separate queues in Salesforce in some scenarios.
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Curious if this statement applies to SCV with CX Cloud as the partner telephony
- Supervision. Supervisors can monitor service channels from the partner provider in Omni Supervisor but don’t always see the backlog of work items
I found it in the article you linked in your comment
https://help.salesforce.com/s/articleView?id=004867790&type=1
My client specifically asked for the Queue Backlog feature for Command Center for Service, and I wasn't sure if it was possible with Genesys CX Cloud
