Genesys Cloud - Main

For a few years now, Genesys has had "Genesys Cloud Agent Copilot," but get excited because at the end of April 2026, a new Copilot is releasing...and it's all for admins and supervisors. Product Marketing Director, Allison Castelot, shows us the demo ...

Did Genesys change the behavior this week on displaying the outside callers ANI display to the agent? It used to appear in the box that displayed the Queue. Now its only visible if you select the + sign in that Box. I do not see anything regarding ...

Hi both, @Arthur - Thanks for confirming the behaviour. @Phaneendra Avatapalli - The reported issue is not related to ACW. I did however change the ACW settings, but the issue still remains unresolved. This one looks like a bug to me. ------------------------------ ...

Hi Fatih, I haven't implemented a similar use case myself, but from what I understand this should be possible using an Agentless Campaign with an Outbound Call Flow . You can: Ask questions (DTMF or speech) Capture responses in flow ...

Hi Mamadou, This can happen when the UI interprets longer numeric values (9–10 digits) as phone numbers instead of your Identifier field. A few things to try: Search with quotes → " 256256259 " Add a prefix → ID-256256259 Verify ...

Hi Oliver, Did you make any progress on this issue between Genesys and Jabra? We are facing the same issue, but there has been no interest from Genesys customer care in troubleshooting or fixing it, as they believe it is a Jabra issue, even though ...