Genesys Cloud - Main

Hey Everyone, Fresh from our lates episode dedicated to AI. We're excited to announce the next Q&A show will be on Apple Messages for Business within Genesys Cloud . This episode will dive into how businesses can leverage Apple Messages for Business ...

This is such an exciting episode! Our host Matt Lawson sits down with the Genesys AI Architect team and they demo how Genesys customers are using Genesys Cloud AI capabilities to really boost their stats. After the demo, they answer some great questions ...

It would be a mistake to say Genesys capacity planning uses Erlang-C or variants. Let's take your example to an extreme...you have significant historical load on Sundays but you don't have anyone working on Sundays. We could still compute the staffing ...

Hi @Rafael Gomez Sanchis , Can you check if the Agent Performance Status Summary can help with what you are looking for (see the screenshot below)? Add the columns to this View: Not Responding and Not Responding % columns. The details about these ...

Hi @Kara VanderBeek , Are these calls coming on BYOC trunks? Can you please provide more details on the telephony of your Org? Thanks, ------------------------------ Tatjana Knezevic www.startelecom.cloud https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/ ...

Agree with @Jan Heinonen , with the respect that the bot should be offered and handled within the bot flow and prior to being transferred to a queue. I wouldn't recommend the option of requiring a "fake ACD Skill" and then removing it when the bot ...