Use-case: 1. Inbound email goes through flow where language skill "french" is explicitly set on the route acd block. (queue A) 2. Agent1 in queueA has skill french and receives the interaction 3. Agent1 blind transfers the email to queueB 4. Agent2 in ... More

Good day! When I call customers via purecloud, as soon as I pick up the customer I have on the line via TeamViewer, the sound suddenly drops and I can't hear the call. This happens both in the desktop application and in the browser for purecloud. Has ... More

Hi, Is there way to report on Transfer destinations of each call per day by queue? We can get the count of transferred calls from the Queue Performance view. But is there a way we can report on the actual transfer destinations? Thanks in advance. ... More

Images in the canned response editor set to right align shifts below text up. Spacing is ignored and the image goes inline with text below the image. Aligned Left: Aligned right: Has anyone else noticed this? Do I need to log a ticket with support ... More

Hello! I'm new here. I'm working with a data action that ciphers a given string variable in a secure call flow. I'm afraid that the length of the string of that data action gives me could be longer than the string variables could handle. So is there ... More

Hello Everyone, I have created one Conversation metric rule with some conditions. In Notification, I have added Users for send email, Notification language and also configure When this alert triggers, how often, in minutes, should notifications ... More

Hi all, We recently facing issue in policies. We created policies for specific users and choose type as "do not save recordings" The problem is , 1.the users in policies changed to Unknown user after some time. Is that Unknown User is Inactive user? ... More

Hello, Issues were found after the GA release of Set Sender SMS Number as a Pre-Contact Rule Action in Outbound Digital Campaigns, causing a rollback and disablement of this new feature. We're currently working on the issue, and we will re-release ... More

Hi, Since the release of the new care portal, multiple users have been reporting issues updating cases. I cannot update any cases this morning as I receive the below error. Error processing the request. #Unsure/Other More

Hi, I'm having trouble with the SAML2Bearer authentication method. I'm trying to perform SAML2Bearer authentication and retrieve an access token, but I'm unable to do so even after referring to this link (https://developer.genesys.cloud/authorization/platform-auth/use-saml2-bearer). ... More

Good afternoon, We are using the Set Participant data multiple ways in our Architect Flows. One of them is to populate the interactions with an ANI that our CRM can grab for lookup and get matches. This is a relatively simple storage of the ANI: "+1 ... More

Contact Center Historical adherence and shrinkage view updates for teams Administrators and contact center supervisors can now enable team reporting in the workforce management historical adherence view and the historical shrinkage view. This ... More

Hi Team, Do you have any experience with PureIP sip trunk setup in GC? #SIP/VolP ------------------------------ Robert Klusek ISS World Services A_S ------------------------------ More

I'd like to have a separate field in the Salesforce Activity table which identifies the type of call interaction, e.g. Call or Callback. The interaction type I want is used in the Salesforce Subject field by default (it is made up of the interaction type ... More

Hi all EDIT: Ignore this, found another thread on the same topic :) For anybody using Poly VVX/CCX phones, is there any way to have them be able to search and use the organisation or external contacts directories? Or have I just missed some config ... More

Hi All, We are trying to see if we can set up a real time alerts to show the total concurrent running campaigns is hitting 50 numbers. Do we have any options to do this either by Dashboard, Performance View, real time reports, api etc? Please advise ... More

Hi There, Customers will have targeted paid campaign activity on FB and they wanted to include a contact option in the campaign post such as "send message" (similar to adding messenger to the post). If the customer clicks the "send message" in the ... More

Communicate Support for MDM browser authentication for Communicate for iOS Communicate for iOS now supports additional mobile device management browser authentication for customers who have MDM requirements. For more information, see FAQs: ... More

We want to speak with Genesys users (customers or partners) who have managed a software subscription that was on a monthly, pay-as-you-go basis for their company to understand subscription management experiences. This could be for B2B SaaS or contact ... More

In Genesys Cloud, a supervisor or team leader can save a list of interactions for future reference by creating a new saved search or adding the interactions to an existing saved search. To create a new saved search, the supervisor can navigate to the ... More