Greetings Nicole! We also have an internal support web messenger (powered by a Virtual Agent) on our intranet. Within the script section of our html code, we added the code you referenced from the messenger ...

Hi Everyone! I'm Joseph Tan! I'm a Senior CX Implementation Engineer based in Manila with 9 years of contact center telephony experience, specializing in Genesys Cloud and PureConnect. Over the years, ...

Hi All, Has anyone configured two sso's pointing to the same genesys cloud org instance? According to this article it is possible but im not able to make it work. One of the instances is not working ...

Hi Amit, As Phaneendra has said above, your understanding is correct that the IVR metrics are separated from the Queue metrics. Those are treated as different "Participants" of the call (We have ...

I waited until the last day to look at it properly; there are many great optimizations, but I must admit that dark mode has me excited. @George Ganahl, add another vote! ------------------------------ ...

Hi everyone, I'm new to both Genesys Cloud and the community forum, and I'm hoping to get some clarification around Service Level prediction. I'd like to understand how the predicted Service Level ...