Genesys Cloud - Main

Hey Everyone! Two weeks ago, we asked all of you to submit your fan favorite Genesys Cloud Feature of 2025 . We had some really great responses, thank you!!! There were four (4) features that kept coming up. So now it's time to select which feature ...

Hi Saif, Give this one a try. It could definitely be refined further, but it should illustrate the main idea. We're checking for purpose = ACD, which will include callbacks that haven't been completed yet. You can also extend this if you need to look ...

Hi Maarten, It's possible to add a field to the script where the agent can type freely, similar to Notes. The difference is that this information is saved in the participant's data, and when there's a transfer to another agent, this content will ...

Hi Mandie Its the choice you make between Communicate and CX 1, Communicate is purely to communicate with no Analytics access and is a differentiator between the two licences. If you want something within the UI I believe the wallboard option would ...

We are also seeing agents report that "Not Responding" message showing up, including when no calls are delivered to them. My interpretation is that their persistent connection is breaking due to some sort of network blip (home wifi disruption etc), and ...

Hi Melissa, it definitly has nothing to to with the 200 executions limit. I encountered the same problem with brand new workflows with less than 200 executions in history. There seems to be a connection to version changes. This is a massive problem ...