Genesys Cloud - Main

Hey Everyone! Two weeks ago, we asked all of you to submit your fan favorite Genesys Cloud Feature of 2025 . We had some really great responses, thank you!!! There were four (4) features that kept coming up. So now it's time to select which feature ...

Hi All, Do we know if this is true? " Machine learning algorithms analyze tone, pitch, word choice and pacing to detect emotional cues like frustration or satisfaction. Trained on large datasets, these models continuously refine their accuracy, ...

This flow is fairly new, it hasn't hit 200 interactions. ------------------------------ Dianne ------------------------------

Hi team, We are using the Development & Feedback section and have already sent our first module. However, in the dashboard we can only see the number of people who have been assigned the course and those who have completed it. What we need to see ...

I'm currently testing out the permissions for agent greetings so we can roll them out across our org. Part of our workflow involves someone reviewing the greeting after the agent records it, then removing the greeting edit/delete permissions from the ...

Hi Carlos, Thanks for the detailed questions. The third‑party system doesn't update our prompts on a daily or hourly basis. They only make changes when there's an emergency situation or a specific need, so updates happen on an as‑needed basis ...