We're very excited to announce that starting the week of May 20, 2024, we'll be rolling out Dictionary Management in the UI. Back in October, we released this capability through the API here: https://help.mypurecloud.com/faqs/voice-transcription-what-is-dictionary-management/ ... More

We have developed a VoiceBot for a client by activating the Google Dialogflow CX Add-On (Genesys Reseller), and all consumption and usage information regarding quotas and limits of our Dialogflow project has disappeared. This information is crucial for ... More

Hi all. Anyone having issues playing back / viewing live voice interactions? When trying access a live interaction, it looks like the attached pic. Raised with Case. #Omni-ChannelDesktop/UserInterface #QualityManagement #Reporting/Analytics ... More

Hi, Hope everyone is doing well. We have built our custom logic to increment the priority, while they are in queue (in-queue flow). But observing the below issues; Beginning of in-queue flow GetCurrentDateTimeUtc() method returned 2024-04-18T15:29:09.727Z ... More

Hi, I know that Genesys will translate automatically a web survey based on the language it was created. My question is regarding the policy to send of the web survey. For example, client calls, as teh choice between Spanish and English. Selects ... More

Hi All Is there a way that anyone knows where we can export all messenger transcripts from Genesys? Thanks! #Roadmap/NewFeatures ------------------------------ Shauna Gibson Motability Operations ------------------------------ More

Is there any way for the chatbot to identify what page of the site the customer is on when they access the chat bot and/or connect to an agent via the chat bot? #ConversationalAI(Bots,AgentAssist,etc.) ------------------------------ Robert Schwanke ... More

Is there an option to somehow analyze the chatbot traffic and see which options the customer selected most often, and preferably download them in raw form from the time period I selected? In Optimization dashboard I have the option to select a range ... More

Times to time, the agent does not time out during the ACW. All our queue is setup for 20 seconds with Mandatory, Time-boxed. I created a case with Genesys Support but they were not able to assist me. Is anyone else having issues like this? ... More

We are planning to start leveraging the "End Interactions Automatically when Agents Logoff" feature in the System Settings. I'm wondering if anyone has identified new issues arising from this feature setting which may be caused by network connectivity ... More

Hi everyone, I am currently seting up BYOC Premise - Customer Hardware Solution Edge in our enviornment but we are having the following issue. We are on HPE Proliant DL360 Gen11 with Genesys recommanded specs. We have followed the steps ... More

Hi, I have some tickets open with Genesys (don't we all? 😂) but starting about a week ago, I find that I go to the web portal, type in a response and hit submit and the response doesn't post. No errors. Nothing. If I reply by email, it seems to ... More

Hi All, We are looking for AA flow recommendations: if you want to reach an agent by first name or last name or if you know their extension please enter it now. Please confirm whether this is possible or not in Genesys cloud default solution. ... More

Do you know how Genesys distributes traffic, i.e., if each agent has an open interaction but is not currently making a phone call (preview campaign where the agent is reviewing the customer card), can the system assign an incoming call to that agent? ... More

Hi Guys, I need to initiate a call from internal org to Genesys Cloud using API Gateway (Azure DevOps). for the above reason my API team is asking me to create OPENAPI Specification 3.x compliant API Specs with Genesys as API Provider which they will ... More

We have links within our knowledge articles that open PDF files. When opening these URLs from Agent Assist Articles, users get an error when opening 'ERR_BLOCKED_BY_CLIENT'. This happens for all users, but only when clicking the link from the Agent Assist ... More

Architect post-call actions in voice calls Voice flow authors now have the ability to specify post-call actions in Architect inbound and in-queue call flows. This feature provides the ability to trigger post-call actions when a participant becomes the ... More

Hello Genesys Community, We are temporarily disabling the following feature: Web Messaging - Support Attachments via Content Profile ( DXWMM-I-19 ) See additional details in previous Community Post here on April 11th. We anticipate that ... More

Hi Community, Our agents are complaining about the new Agent UI update relating to Email and how emails are presented in a preview. It appears that emails are no longer shown in HTML and are displayed in plain text to the user. Agents may require ... More

Apologies if this has been answered before - I searched but couldn't find anything. Some of our LOBs require to delete their contact lists/campaigns semi-regularly, but then that makes historical reporting a nightmare. The Interactions Workspace will ... More