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 Cameron, Thanks for the update. Do you know when it was resolved, and also what the definition of resolved is in this instance? I haven't had any detail through the support ticket in this regard. The reason I ask, is that when I look at ...

Hi Brian, The release you mention - is the fix contained in this version (2.48.901.0) ? Regards ------------------------------ Neil Jones Voice Comms Lead Awaze Uk neil.jones@awaze.com ------------------------------

Hello, We created a CSAT Architect flow and configured it from our initial inbound flow using the "Set Post-Flow" block with: Target = Caller The goal is to launch the CSAT survey after the conversation between the customer and the agent. ...

Hello, We are using Genesys CX with Salesforce Voice and we noticed unexpected behavior when a VoiceCall record is created for an inbound call. For inbound calls: The field ToPhoneNumber is populated with the queue name. The field ...

Hi Brandi, Here is my analysis. In the case of callbacks, the "Offered" count represents the number of callbacks that were offered to callers and accepted by them. The Offered metric in the Queue Performance dashboard is incremented as soon ...