Genesys Cloud CX

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  • Hi, Genesys Cloud CX Community Members, Did you know we have a Genesys Community specifically designed for our Workforce Engagement Management customers and partners ! The community is moderated by me along with many Genesys experts and is full of ...

  • Based on this thread:  https://developer.genesys.cloud/forum/t/any-api-that-can-be-used-to-work-with-purecloud-dashboard/8472/5 And a quick look myself it would appear the answer is no, the API for this is not exposed to "us".  Might be worth seeing ...

  • True.  For voice, you can use an intent that listens for anything.  Then take that slot and send it to Cognigy as an input utterance through a data action and get back the intent.  Save a lot of time and effort by just using the Bot Flows. ------------------------------ ...

  • Hello, Is there an API available to modify / create dashboards? When I modify a dashboard, I see in the dev tool: "/ api / v2 / analytics / reporting / settings / dashboards /.." But I can't find this API in https://developer.genesys.cloud/api/rest/v2/analytics/ ...

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  • Hi @Matti Forstadius , please keep us posted on what you find. Interested to know​ what is causing the issue. ------------------------------ Vincent Sabolboro ATB Financial ------------------------------

  • Hi all,  I am looking for an integration solution to integrate Genesys Cloud and SAP C4C. I came across The Smart Connector for SAP but it comes with a price. Are there any other ways to integrate Genesys Cloud and SAP C4C so to allow having Genesys ...

  • HI Katie, yes that's my take on it - using the evaluate schedule or evaluation schedule functions and then flow through to whatever you want to do based on that schedule.  You can do some things in Architect to help you with auto responses etc such as ...

  • Hi Robert, Yes, as your said, the bot connector could be used. However, I believe it works for text based channels only. I have a customer request to integrate voice channel with Cognigy. Considering recording and reporting, the Architect flow should ...

  • Hi, We are setting up inbound SMS messaging but are unsure how to customise a suitable schedule to provide autoresponses etc. We have great customisation options on scheduling/routing for calls.  However, under message routing we only seem to ...

  • You have a couple of choices.  You can have Cognigy front end the chat and transfer over to Genesys on escalation or you can explore the bot connector and use Cognigy for just NLU on your flows.  Let me know if you have questions on either. ------------------------------ ...

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