Genesys Cloud - Main

In this episode of the Genesys Cloud Q&A Show, we sit down with Anthony Romero and Sanoj George and they demo Apple Messages for Business. They'll be walking through the various features of Apple Messages and how it fits into the bigger picture of the ...

We need a way to calculate Occupancy (Idle) for only IB calls agents handled and also for only OB calls. Out agents are shifted from OB to IB when spikes occur so we need to be able to differentiate their stats There are agent level idle stats but ...

Hi Kevin, What I would recommend is to first identify the specific interaction that is causing the discrepancy, so you can better understand the scenario. I can think of two situations that could explain this difference: ...

Good morning! Just to complement Stephan's response: the calculation interval is 30 minutes, while the field itself is updated in real time, on an interaction-by-interaction basis. For example: The first interaction ...

Has anyone else experienced a sudden increase in SIT uncallable returns when dialing out with toll free numbers as their caller ID? Starting around the 15th or 16th of this month? If so, was it a carrier issue and what did you do to fix it? #Outbound ...

Hi everyone, I was experiencing the same issue, but after the update, I haven't been able to reproduce the problem anymore. ------------------------------ Elisson Fernandes ------------------------------