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 Rawat, A common approach for this is to use ACD voicemail together with Preferred Agent Routing. In your flow, before transferring to voicemail, you can use the Set Preferred Agent action to assign the preferred agent (similar to what you're ...

Hello, I've sent transcripts and AI summary to ServiceNow on completed calls. But it sounds like you want real-time transcription so you can use Agent Assist in ServiceNow? In that case you would need to build a service that can receive real-time ...

Cheers guys. We are rolling back on a few users also and monitoring the results. Wonder if we'll see a new app version to rectify the issue ? Regards, ------------------------------ Neil Jones Voice Comms Lead Awaze Uk neil.jones@awaze.com --- ...

Hi Elias Great, thanks for the confirmation. Have a nice day. Regards ------------------------------ Stephan Taljaard EMBEDIT s.r.o ------------------------------

Thanks @Kaio Oliveira , I'm glad to hear that we have come to the same conclusion (to use the bot flow). I can't quite remember the specifics, but I think we had direction from Genesys several years ago that best practice was to leverage the message ...