Genesys Cloud - Main

In this episode of the Genesys Cloud Community Q&A Show, we ask several questions to Senior Pro Consultant, @George Ganahl, and try to stump him in the process! Does he have answers to "first contact resolutions" or "roles for inactive users"? How about stuff about email campaigns, agent assist, or WebRTC? You're going to have to watch to find out what answers he gives. 

After you watch this episode, we put together some tough questions for YOU! Head over to the Trivia Tower community and play in our sustainability challenge which could win you an item off the Prize Wall!

Chapters: 0:00 - 4:21: Intro

4:22 - 9:51: First Contact Resolution Solution

9:52 - 11:23: Inactive User Loses Role

11:24 - 15:12: Email Notifications When a Campaign Starts and Stops

15:13 - 19:08: Transcription in Programs vs. Agent Assist

19:09 - 26:52: WebRTC

26:53 - 27:12: Outro

Resource Documents:

Q1: First Contact Resolution Solution: https://community.genesys.com/discussion/first-contact-resolution-solution#bm8082d5af-cfba-47b5-a385-018f534ca490

Q2: Inactive User Loses Role: https://community.genesys.com/discussion/inactive-user-loses-role?ReturnUrl=%2fcommunities%2fcommunity-home1%2fdigestviewer%3fcommunitykey%3dbab95e9c-6bbe-4a13-8ade-8ec0faf733d4

Q3: Email Notifications When a Campaign Starts and Stops: https://community.genesys.com/discussion/email-notification?ReturnUrl=%2fcommunities%2fcommunity-home1%2fdigestviewer%3fcommunitykey%3dbab95e9c-6bbe-4a13-8ade-8ec0faf733d4

Q4: Transcription in Programs vs. Agent Assist: https://community.genesys.com/discussion/transcription-in-programs-versus-agent-asisst?ReturnUrl=%2fcommunities%2fcommunity-home1%2fdigestviewer%3fcommunitykey%3dbab95e9c-6bbe-4a13-8ade-8ec0faf733d4 Agent Assist Epsiodes: https://www.youtube.com/@GenesysCommunity/search?query=agent%20assist

Q5: WebRTC: https://community.genesys.com/discussion/qa-show-webrtc#bm130b011a-a23d-4b05-9e8c-018f2a641284

If you want more information about Genesys Cloud, peruse more of our episodes on the Genesys Youtube page. 

Thanks for watching! 

Nicole

#CommunityVideos(TAM,QA,etc.)

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Nicole Milliken
Genesys - Employees
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Transcription and Dictionary:  https://help.mypurecloud.com/faqs/how-do-i-increase-the-accuracy-of-voice-transcription/

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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Thanks George, re the topics and transcription could you please elaborate a bit more as to what this message actually means when you go into the assistant for Agent Assist to assign it to queues.

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Vaun McCarthy
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Original Message:
Sent: 05-08-2024 17:40
From: George Ganahl
Subject: New Q&A Show: Could we stump George Ganahl? Find out!

Transcription and Dictionary:  https://help.mypurecloud.com/faqs/how-do-i-increase-the-accuracy-of-voice-transcription/

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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Note regarding the Interactions view for First Contact Resolution - I forgot that the Interactions view is Conversations service data, so it does not have the same 24-hour lag as the Analytics data presented in the Performance views

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George Ganahl GCP, GCSME, ICCE, ICHD, etc.
Senior Principal PS Consultant
Genesys
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