Hello Community! We are hosting an Ask Me Anything (AMA) session on the Upcoming Genesys Cloud Analytics Dashboard Interface. This is your opportunity to talk all things dashboard with two members of the Principal Product Management team in real ...

Super exciting news, everyone! In the latest Genesys Cloud Q&A Show , we've got some goodies for you! As most of you know, we've got three new moderators in the Genesys Community: Sam Jillard, Jason Kleitz, and Cam Tomlin. But even some questions ...

Thanks for the suggestion, I posted it in the developer forum too. Mysterious web message interactions with no participant data - Web Messaging - Genesys Cloud Developer Forum ------------------------------ Corey Blosser Wolters Kluwer ------- ...

In case you are interested in external Knowledge base with pure KM features, You may want to look at eGain KM platform https://appfoundry.genesys.com/filter/genesyscloud/listing/c7ef4577-f0a5-4cba-8995-87170d7a5a05 ------------------------------ ...

In case you are open to external Knowledge Base, You may want to look at the eGain Knowledge offer on AppFoundry. https://appfoundry.genesys.com/filter/genesyscloud/listing/c7ef4577-f0a5-4cba-8995-87170d7a5a05 ------------------------------ Happy ...

You need to use the Get SIP Headers on the inbound, but only UUIData can be sent outbound unless you are doing static entries on the trunk. These can't really be changed except for possible REGEX replacement on specific information. There is an idea ...

We have received multiple reports of users experiencing a 10-second screeching sound while on a call. This issue occurs periodically for several individuals during their shifts. Any insights on what could be causing this? #QualityManagement ...

Hi Niel, For information, the behavior noticed in this situation is validated by the Product Support. And for now, there is no way to avoid this. I created an idea regarding this case via this link https://genesyscloud.ideas.aha.io/ideas/SSAAOB-I-194. ...

Warm Transfer would just be a consult transfer in Genesys parlance https://help.mypurecloud.com/articles/consult-intended-recipient-transferring-call/ For External Contacts, are you missing this from the Admin perspective or the Agent perspective? ...

Thank you for your reply Cameron, I'll add the idea to the portal and hope a more accessible path is created in the future. Is there anyway for us to track if one of our Admins change a ACD skill level. Say a team member changes an ACD skill from a ...