Hey everyone! We're excited to drop the newest episode of the Genesys Cloud Community Q&A Show that will provide you with all the details you need to know about SMS. SMS (texting) regulations are changing all the time, so much so, ...

Hello Community! Do you set up queues with members from multiple divisions? If so, would you be willing to join me for a quick exploratory call? https://calendly.com/becky-powell/30min If email works better, please feel free to reach me at becky.powell@genesys.com ...

This week we spent lots of hours trying to figure out why our softphone integration was having issues. We opened a Genesys case and uploaded the appropriate logs to them. They found that GCBA hadn't been updated. The customer updated it, no change, ...

I'm not sure of a way to share them. But anyone who has the Quality Administrator role can go into the Evaluation Form and click to edit the question, they will have the Save as template option. ------------------------------ Angelica Howard MidAmerican ...

Dear Friends I have a query, I have created a flow with intentions, in which I gave input words like "YES" and "NO" and all their variants, but I am running into problems that the BOT does not identify the words, it takes a long time to respond ...

Understanding Agent Empathy This feature goes beyond traditional metrics, leveraging AI to assess both customer sentiment and agent empathy, providing supervisors with a nuanced view of interactions. Bridging Performance Evaluation Gaps No longer ...

I had a chat over 2:30 mins which is not too long or short but seems still I see the transcription but not summary ------------------------------ Shailesh Singh Accenture Solutions Private Limited ------------------------------

Is this occuring in the desktop client or in a browser? If in a browser which browser? I know you mention it working in Edge but I don' tsee any other details in your description ------------------------------ Bob Hall Southwest Business Corp. -- ...

Hi Dean, Is it only when transferring to a number this could work? Our agents transfer to an external contact, which is an internal DID that points to a flow (in this case the DID ending in 1724), but it's not showing up to the session DNIS and it doesn't ...

You'll likely find the 3rd participant is a queue. Check the conversation timeline as you should see a participant on each row. You can use the GET /api/v2/conversations{conversationId} API to get the detail of one of your conversations and check the ...