Dear community, Has anyone implemented the Security Filters in GCXI based on Genesys Configuration Units? If so, can u describe the approach in a few words? If not, how would you approach this task? Thanks in advance! #ArchitectureandDesign #Reporting/Analytics ... More

Hi - I am trying to create profiles (virtual agents) to determine the most optimal schedules however, only two shifts are generating. I was hoping to get a variation of different shifts with varied start times. Can someone help me with this? Thanks, ... More

Hello All, I wanted to ask if there's a way to implement a transfer for a call in the call flow (vxml) to another entity outside Genesys platform that can also be communicated using SIP with additional SIP headers/attached data associated with the transferred ... More

Hello, Appreciate your help on this. We had a customer who is transitioning to the Oracle 19c database in an Oracle exadata-box environment. This environment uses an  LDAP lookup mechanism  to determine the Oracle database address. The JDBC ... More

Hi  A few months ago we received the below email from Genesys Hub Notification. I know a case was opened with facebook but I am not able to find the URL to the thread. Can any one provide this. Has this issue been resolved. Dear Customer, We have ... More

The Genesys Documentation for CometD ( HERE ) shows examples of use for CometD and JavaScript (see below), but the Python example is incomplete and the CometD documentation also don't have examples for use with Python. Wondering if someone from Genesys ... More

Good morning, Is there a way to suppress agents from seeing "Other Schedules" in Agent WFM? If not, is there a way to manage the level of detail that appears in the other agent schedules? Thank you #SystemAdministration ------------------------------ ... More

The Genesys Engage Customer Care team will be going live on the new Customer Care Genesys Cloud platform August 15 th . The move to Genesys Cloud for the Customer Care organization is the foundation for future innovation. Once we've fully transitioned ... More

Moving to the new CGXI, I figured I'd make a simple report to become acclimated with the UI. I wanted to make a report that simply showed  Agents and their respective service level (calls answered within 60s). However, I can't use it here (it wont drag ... More

Hi, Just wondering if it is possible/adn how to have different case data KVP's to be displayed within Agent Desktop (WWE) when an Agent makes an outbound call. The case data KVP's would need to be different based on the interaction type (i.e. voice,email,etc). ... More