The next Q&A Episode will feature Technial Program Manager Amanda Louge. Amanda is an expert on SMS onboarding and registration. Why did we pick this topic? Since the wireless carriers have increased their registration requirements and ...

The rumors are true! A new Trivia Tower event is live, and with it the chance to win a prize from the Community's Prize Wall ! Oh...and the best Genesys Conference in the world is coming back to Denver in May. You don't want to miss this ...

Hey fans! "Once in a Lifetime" you get the opportunity to reach stardom in the Genesys Community, and today we reveal which member has reached that apex of fandom! This person was nominated by @Antwuan Rencher who says: "They are very active in ...

Like many here, we recently migrated from the Bold360/Genesys DX platform and have since implemented several Cloud CX bots using the same knowledge base. On the Knowledge Performance view the Sessions Self Service metric is consistently low (~25%). I ...

It sounds like you are talking about routing an interaction to an appropriate Agent - which is what ACD is. Alerts are not about alerting an agent to an incoming interaction, but more to (for example) alert a Supervisor that the number of calls waiting ...

The short answer is "no". The longer answer is "Why would you want to?" (What is the use case?) Agents can have multiple skills, so you create a skill for this type of interaction, give the agents the skill and then require it. For example, say your ...

Thank you, Vaun that seem to work. But for some reason that account with that custom role and the group permissions I cant save a member in the group. I can see it ; I can click edit on the right, I can search for the names, I can even add it but when ...

We got it enabled last week in our ORG and tested it with no problems. Essentially you initiate the Post-call function with one tool and there is another to cancel that. Kind of like the Enable Participant Recording. Once it is set with the first tool, ...

Hi, I have used A nalytics API: /api/v2/analytics/conversations/aggregates/query and specified the desired metric, in this case tAnswered - Defining ASA as the amount of time an interaction waited to be connected to an agent the calculation ...

We are having the same Issue. I needed to show that our team had not made multiple outbound calls to a particular phone number. I wanted to use the interactions view to create a summary export for the day showing the number dialed (DNIS) our caller ...