Genesys Cloud - Main

Have you ever wished you could set the duration of your chat to better service your customers? The Genesys Q&A Show has got you covered with a new feature to customize Async Messaging. We've got a great deck presentation, demo, and Q&A with three product ...

Agree with Kaio, if the goal is to identify skills that are not associated with any agents, an API-based approach would likely be the most reliable option. ------------------------------ Phaneendra Technical Solutions Consultant ----------------- ...

Ours changed this morning and agents reported that they could not see break timer. An agent found that they needed to back out a screen to view it. Another comment was about the blue and she missed that she wasn't On Queue because of the color ...

As per my understanding - In Genesys Cloud Quality Management, what you're seeing is expected behavior- the platform calculates and displays the overall evaluation score (general score) based on the scoring model you define, and critical vs. non-critical ...

Hi, In this case, I would try using Clear Post-Flow in the callback flow, but it will depend on how your callback flow is built. If the caller passes through an Architect branch before the callback is created, you can add the Clear Post-Flow action ...

I have to correct myself. Though I am very sure of having tested this behavior as described above, I've just tested it again and what actually matters is the point in time of the email assignment or disconnect. This matches what the documentation says ...