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  • 1.  If you could improve one thing in Genesys, what would it be?

    Posted 20 days ago

    No platform is perfect, and it's always interesting to hear different perspectives. Whether it's usability, reporting, integrations, or administration, I'm curious to know what changes people would like to see in the future.

    What would you improve?


    #GenesysCloud

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    Giulia Rokicki
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  • 2.  RE: If you could improve one thing in Genesys, what would it be?

    Posted 20 days ago

    Hi Giulia,

    Scripts, allowing more customization would be great.



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    Elisson Fernandes
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  • 3.  RE: If you could improve one thing in Genesys, what would it be?

    Posted 20 days ago

    I would improve reporting flexibility.

    Genesys Cloud has strong native views, but in some cases it would be helpful to have more freedom to create custom metrics, combine dimensions, and build business-specific dashboards directly in the platform.

    This would make it easier to connect operational performance with business outcomes like conversion, retention, quality, and automation results.



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    Mateus Nunes
    CX Manager at Solve4ME
    mateus.nunes@solve4me.com.br
    Brazil
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  • 4.  RE: If you could improve one thing in Genesys, what would it be?

    Posted 20 days ago

    Just checking...have you experimented with the Custom Calculations feature?



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    George Ganahl GCCX-AI, GCP, GCD, Maestro
    Technical Adoption Champion
    Genesys
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    Original Message


  • 5.  RE: If you could improve one thing in Genesys, what would it be?

    Posted 20 days ago

    Hi Giulia,

    The knowledge base integrations. Will be great if the customer has more possibilities to integrate their bases.



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    Arthur Pereira Reinoldes
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  • 6.  RE: If you could improve one thing in Genesys, what would it be?

    Posted 20 days ago

    Hi Giulia,

    One area I'd personally love to see improved in Genesys is more flexibility within scripting.

    Scripts are powerful, but once implementations become more advanced, there are times where additional control around dynamic UI behaviour, data handling, persistence across transfers, and modern component capabilities would make a huge difference.

    I'd also love to see tighter integration between Scripts, Workflows, Architect, and APIs to simplify some of the more complex use cases organisations are building today.



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    Phaneendra
    Technical Solutions Consultant
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  • 7.  RE: If you could improve one thing in Genesys, what would it be?

    Posted 17 days ago

    Hi @Giulia Rokicki,

    I consider the following in order:

    1. Scripting, on agent side script are nice but could be more powerful. In my opinion it had have less enhasments that other features
    2. Knowledge base, it could be power up too. I know Knowledge fabric but not all clients are willing to add sharepoint or other sevices. Much of of customer expected some sort of connector to read/clone web FAQ or just access a S3 bucket directly without mention to incorporate IA also.
    3. logging. GCloud has a lot nice features, interactions views you can get a lot of data; with execution data you can see how a interaction behave step by step; with operational console you can se campaign/flow/dialer errors/warning. However are not connected, you have too link all those stuff to know what happen,  and sometimes you get lost.
    4. Reporting. It has a lot, but still missing some important stuffs like  get trunk usages, to know how may call per seconds your campaigns are throttle, which trunks are used and how, etc.
    5. Billing, a way to crate "business units" and assign cost to them.

    There are a lot to improve.

    Regards



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    Saugort Dario Garcia
    Arquitecto de soluciones
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