Genesys Cloud - Main

Hey guys,

First post within the community! So, hey folks – I hope everyone is well!

I'm new to Genesys Cloud CX although have some limited exposure some years back to Cisco Unified CCX. I've recently (last week) joined an enterprise that has newly adopted GCCX as their contact centre solution – platform deployed about 4 months ago. Whilst management and agents alike are all very happy with the platform there are a few items that are outstanding. I'm in the process of subscribing to Genesys Beyond and intend to self-study using the available curriculum and hopefully attain a certification or two whilst learning the intricacies of the platform.

I was hoping that you seasoned GCCX admins might be able to provide some pointers / guidance with reference to a few minor requests and issues that have been brought to my attention pertaining to our platform configuration. Many thanks in advance to anyone who can provide any advice, insight or direction! 

Genesys Scripting

"Genesys allows you to build a call flow / script for the team to complete. When on a call. Currently they must refer to smart sheets when it would be an improved process. If this script was on screen on every call, tick boxes to confirm done etc. Attempted to build and research online however, we couldn't get this to a point it worked / launch."

Genesys Customer Callback Feature

"Our old platform 3CX used to auto dial callbacks however, on Genesys they appear to the agent, and they then have to press callback, whilst a lot use this correctly, there some examples of staff choosing to 'look' at the screen a while before they press call. Can we enable auto callback within Genesys for customer callbacks?"

Genesys Call Evaluations

"Genesys in real time can mark calls and give them a score etc however, again we have tried to program this but have not managed to get it working. I'd love to be in a world where the system is doing a lot of heavy lifting in terms of call checks / compliance."

Again, thanks in advance to anyone who has taken the time to read through my post. Any direction greatly appreciated. I look forward to being a contributing member of the community. 

Cheers folks.

Matt 

Hello Matt and welcome!

Off the top of my head I have a quick answer regarding callbacks.   There is a new feature on the roadmap to automate dialing on callbacks.  It's currently showing on the roadmap as coming Nov. 1.  You can view it in Genesys ideas portal at this link: https://genesyscloud.ideas.aha.io/ideas/INB-I-1330 

The ideas portal is a good resource in general you might want to bookmark if you haven't as it includes the roadmap for features in development.

Hey guys,

First post within the community! So, hey folks – I hope everyone is well!

I'm new to Genesys Cloud CX although have some limited exposure some years back to Cisco Unified CCX. I've recently (last week) joined an enterprise that has newly adopted GCCX as their contact centre solution – platform deployed about 4 months ago. Whilst management and agents alike are all very happy with the platform there are a few items that are outstanding. I'm in the process of subscribing to Genesys Beyond and intend to self-study using the available curriculum and hopefully attain a certification or two whilst learning the intricacies of the platform.

I was hoping that you seasoned GCCX admins might be able to provide some pointers / guidance with reference to a few minor requests and issues that have been brought to my attention pertaining to our platform configuration. Many thanks in advance to anyone who can provide any advice, insight or direction! 

Genesys Scripting

"Genesys allows you to build a call flow / script for the team to complete. When on a call. Currently they must refer to smart sheets when it would be an improved process. If this script was on screen on every call, tick boxes to confirm done etc. Attempted to build and research online however, we couldn't get this to a point it worked / launch."

Genesys Customer Callback Feature

"Our old platform 3CX used to auto dial callbacks however, on Genesys they appear to the agent, and they then have to press callback, whilst a lot use this correctly, there some examples of staff choosing to 'look' at the screen a while before they press call. Can we enable auto callback within Genesys for customer callbacks?"

Genesys Call Evaluations

"Genesys in real time can mark calls and give them a score etc however, again we have tried to program this but have not managed to get it working. I'd love to be in a world where the system is doing a lot of heavy lifting in terms of call checks / compliance."

Again, thanks in advance to anyone who has taken the time to read through my post. Any direction greatly appreciated. I look forward to being a contributing member of the community. 

Cheers folks.

Matt