Genesys Cloud CX (formerly PureCloud)

Latest Discussion Posts

  • Good afternoon, Community!  We just locked in our guests for the following Q & A Show! We'll be chatting about all things DevOps and Platform Integration Patterns with our special guests.  Meet Becky & John: @Becky Powell - Director, ...

  • Hey Everyone, It has been an absolute pleasure to meet and start working with @Melissa Ly . She's going to make her debut on the Q&A Show to share a tip about community notifications and share our contest winners for the Ideas Lab Contest. If you haven't ...

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  • Hi All Does anyone know if you can handle Genesys live chats in Salesforce via the widget as I call it, the phone pop up in SF? Also interested if WhatsApp will work in the same manner, as in use a chat window like when doing live chat.  Thanks Steve ...

  • There isn't much you can do about transferring to individual users.  However, if your queue naming convention allows you to determine that a call from queue A can or cannot be transferred to queue B, you could store and retrieve participant data and interrogate ...

  • I have an interesting customer ask I'm trying to solve for.  During a live voice interaction, they want to be able to transfer to a flow, where the caller will record a description of an event, then return to the agent.  Like the functionality of a Secure ...

  • Once we reassigned all of the schedule groups and individual schedules that made up the schedule groups - she was able to save.  So it looks like you have to update all pieces before the user can do anything - and only Emergency can be updated in bulk. ...

  • Hi, I thought I'd share something we experienced this morning.  We received tickets starting today because users could not see their call routes to make changes.  I found that the call routes now have a division assignment, and that all of them are set ...

  • I had this issue and it was that SMTP Auth was disabled at the Org level and mailbox level. See https://docs.microsoft.com/en-us/exchange/clients-and-mobile-in-exchange-online/authenticated-client-smtp-submission --------- Derek --------- ------------------------------ ...

  • Dears I'm grateful to recently join to cloud community it's a glad honor for me  dears I have so many queries regards to genesys chat widget could anyone help me to get the right way !! 1- how could I customize the CSS files for the widget (I have tried ...

  • You can select an in-queue call flow on the voice tab of a flow.  It will execute when the agent transfers the call to that queue, until it gets answered by another agent.  Put whatever logic you want in the in-queue call flow to detect poor staffing ...

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