Recently, a team member asked me whether the agent can apply the treatment only when he wants to.

Answer for it is “YES”. From version release, new option is available in Genesys to activate this functionality. We need to configure the following values in ‘GAD’ application object to enable the agent to select the treatment

Section             : outbound

Option Name   : treatment

Value               : agent-selection

From the next call onwards, there will be drop-down box near the “Mark Done” button in GAD to select the treatment.

If you have any more tips, please send it to blakshmikath (@) gmail (dot) com