Genesys Cloud - Main

On this episode of the Genesys Cloud Q&A Show, two Genesys experts, George Ganahl and Patrick Johnson, share demos surrounding the new Agentic Virtual Agent that just went GA this month, and also how to restrict Genesys Cloud UI when using CX Cloud. These ...

Hi everyone I'm currently trying to build a Power BI dashboard using Genesys data, and I thought I'd reach out here to learn from anyone who's already done something similar (or is exploring it too). The idea is pretty simple - I want to pull data ...

Dear all, Has anyone successfully used a Genesys Script button to create a ticket/record in an external system and then assign it to the current agent handling the interaction? I have a Script-based flow that is working for almost everything. ...

Hello Mihai! We've had a few situations where the API has failed, and simply moving them from the inbox to a new folder has worked very well each time to "re-sync" the items. ------------------------------ David Resch --------------------------- ...

Dear Community, Our customer is willing to onboard on Genesys Cloud Knowledge Fabric in order to help their agents and leverage on Genesys AI functions. Nevertheless, their current Knowledge Base is mostly leveraging on Confluence Atlassian and used ...

No file structure in Genesys. While you can look at folders in Office365 using IMAP or Graph API, you can only divide up emails in Genesys by queue or skill. Only if you bring them into a single queue effectively. There soon should be. A preview of ...