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  • 1.  For those who moved from Genesys Engage to Genesys Cloud: what features do you still miss?

    Posted 21 days ago

    Hi everyone,

    Many organizations have transitioned (or are in the process of transitioning) from Genesys Engage to Genesys Cloud. While Genesys Cloud brings a lot of advantages in terms of scalability, simplicity, and continuous innovation, Engage had some capabilities and design patterns that long-time users became very familiar with.

    I'm curious to hear from people who have hands-on experience with both platforms.

    What features, capabilities, or behaviors from Genesys Engage do you still miss in Genesys Cloud?


    #ArchitectureandDesign
    #Implementation

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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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  • 2.  RE: For those who moved from Genesys Engage to Genesys Cloud: what features do you still miss?

    Posted 20 days ago

    I miss being able to "customize" the Call Flows a little bit better (Or the strategies in Engage).

    Like being able to create our own exits from components to follow a different direction instead of having the pre-defined paths that we have on Architect.

    Or being able to add comments certain segments of the strategy to explain what is happening to anyone who comes after for maintenances, etc.

    I got used to Architect already, after years on it, but I miss some of the things we could do on IRD.

    -------

    Another thing that I sometimes wish we had was "folders" when working with some objects, to keep things more organized.

    Like being able to have folders for Call Flows on Architect, or on the People page, Queues, etc... I know we can filter for specific names or even divisions.. But when we are working with hundreds, or thousands of objects, having folders to organize stuff would be awesome.. Which we could do on Engage as well.



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    Marcello Jabur
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    Original Message


  • 3.  RE: For those who moved from Genesys Engage to Genesys Cloud: what features do you still miss?

    Posted 20 days ago

    Separating things into folders would provide top-notch organization hahah



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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


  • 4.  RE: For those who moved from Genesys Engage to Genesys Cloud: what features do you still miss?

    Posted 20 days ago
    Edited by Erik Norheim 20 days ago

    The configuration database with possibilities to cross check for all objects (queues, skills, agent groups etc) used in the different routings (transaction lists).
    Work Force Management routing on activities.
    IRD no restrictions for calling subroutines from subroutines and automatic use of new version when updated.
    Parallel flow possibilities f.i. when running api's

    Debugging.

    and more..



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    Erik Norheim
    Software Engineer
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    Original Message


  • 5.  RE: For those who moved from Genesys Engage to Genesys Cloud: what features do you still miss?

    Posted 13 days ago

    One thing a miss most is the logging Genesys Engage has, could be messy surf in hundred of logs, but after use tech and move most info to searching tools, you could have an insight of any interaction or when an integration fails. Be able to know what, when and why an interaction behave as it is valuable, not only for troubleshooting also to answer operations when they detect issues or have doubts about it. 

    Genesys Cloud has made a lot of things easier but, it needs a way to let us have insights about:

    • why agent B was selected instead agent C
    • why a interaction was transfered
    • what script used agent C and why
    • etc, etc, etc

    Regards

    SG



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    Saugort Dario Garcia
    Arquitecto de soluciones
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    Original Message


  • 6.  RE: For those who moved from Genesys Engage to Genesys Cloud: what features do you still miss?

    Posted 12 days ago

    Not completely agree: it's not the same as the logging system of Genesys Engage but, in Genesys Cloud, there's a very nice feature (in my opinion) that is the "Replay mode" within Architect (https://help.genesys.cloud/articles/use-replay-mode-to-troubleshoot-an-architect-flow/).

    In a nutshell, you can select an interaction from a list coming from the last N days, using some search keys (typically the conversation id) and some filter in terms of day and hour range. Then you can open that interaction in replay mode and execute it, step by step, viewing variables and the result of data actions.

    It's really very useful for troubleshooting of a specific interaction. If you need the same in Genesys Engage, in my opinion, it's more difficult to do. I consider this feature of Genesys Cloud as a very good improvement compared to Engage.

    Regards



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    Giuliano Ferri
    Indra Italia
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    Original Message


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