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Dianne Gabriel

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RE: Send Notification to users - not working

Posted By Dianne Gabriel 03-25-2026 15:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Cameron, Thanks for your reply. We already checked the execution history as well as the operational console and no errors were present. All instances are showing as a success. ------------------------------ Dianne ------------------------------

Send Notification to users - not working

Posted By Dianne Gabriel 03-25-2026 11:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, Has anyone experienced not being able to receive an email notification from Genesys Cloud (Send Notification action View summary - Genesys Cloud Resource Center)? This is specifically the Send Notification action in the Workflow type. I get them but some of my colleagues don't and we are having ...

RE: Flow Executions - History not showing the most recent version

Posted By Dianne Gabriel 02-04-2026 16:53
Found In Egroup: Genesys Cloud - Main \ view thread
This flow is fairly new, it hasn't hit 200 interactions. ------------------------------ Dianne ------------------------------

Flow Executions - History not showing the most recent version

Posted By Dianne Gabriel 02-02-2026 13:34
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, We use flow executions a lot and we've been noticing that some for some flows, execution history doesn't show the most recent version of that flow. For example, I published version 57 of Flow A, then I place some test calls. When I click on Execution History, I can see instances from version ...

RE: AI Insights enabled globally instead of selected queues

Posted By Dianne Gabriel 02-02-2026 10:10
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Stephan, apologies for the delayed response. No Copilot, Agent Assist, or Virtual Supervisors are enabled. The one thing we noticed though is that the we set that specific program as the default program, and it caused the AI Insights to be enabled in other queues. We changed the default program ...

RE: Screen Recording Not Capturing for Some Agents Despite Latest GCBA Version

Posted By Dianne Gabriel 01-28-2026 15:23
Found In Egroup: Genesys Cloud - Main \ view thread
We are having this issue since November/December and we have been back and forth with Genesys Support. Still no resolution ------------------------------ Dianne ------------------------------

RE: AI Insights enabled globally instead of selected queues

Posted By Dianne Gabriel 12-17-2025 09:44
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Stephan, No flows, only queues have been assigned. ------------------------------ Dianne ------------------------------

AI Insights enabled globally instead of selected queues

Posted By Dianne Gabriel 12-17-2025 08:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We're testing out AI Insights for a client and we particularly chose two queues that have slow traffic. However, upon checking interactions, we've noticed that AI Insights are appearing in interactions even though it wasn't part of the selected queues. We've checked the programs and speech and ...

RE: recentTransfers showing up as 'Canceled'

Posted By Dianne Gabriel 10-09-2025 16:46
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi George, This is under the "recentTransfers", still a part of the interaction ------------------------------ Dianne ------------------------------

recentTransfers showing up as 'Canceled'

Posted By Dianne Gabriel 10-09-2025 16:15
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, We're investigating something regarding consult transfers and upon using this API /api/v2/conversations/(conversationId), we've noticed that SUCCESSFUL transfers are showing up as "Canceled". ... "recentTransfers": [ ( "id": "xxx", "state": "Canceled", "dateIssued": "2025-10-09T12:58:54.358Z", ...

RE: USE of GDPR API's

Posted By Dianne Gabriel 08-25-2025 16:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George, That wasn't what I was referring to. The same as Diane S. above, we're looking for more info about the GDPR files (analytics, billing, journey session, and postino). ------------------------------ Dianne ------------------------------

RE: USE of GDPR API's

Posted By Dianne Gabriel 08-25-2025 11:23
Found In Egroup: Genesys Cloud - Main \ view thread
We are also hoping to find any reference or documentation regarding the exported GDPR files. Is there an update by any chance? Thank you! ------------------------------ Dianne ------------------------------

Export Collaborate Chat Logs

Posted By Dianne Gabriel 08-25-2025 10:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I'm looking for a way to export or access an agent's collaborate chat history. I already opened a ticket with Genesys Support and they directed me to this article, so I followed the steps and submitted a GDPR request. After a few days, it returned a large zip file and after browsing through ...

Export Collaborate Chat Logs

Posted By Dianne Gabriel 08-25-2025 10:20
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, I'm looking for a way to export or access an agent's collaborate chat history. I already opened a ticket with Genesys Support and they directed me to this article, so I followed the steps and submitted a GDPR request. After a few days, it returned a large zip file and after browsing through ...

Remove the ability to toggle group calls

Posted By Dianne Gabriel 07-22-2025 14:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Is there a permission or setting somewhere in Genesys Cloud to remove the "Enable Calls" toggle in Groups? Thank you, #Omni-ChannelDesktop/UserInterface #Unsure/Other ------------------------------ Dianne ------------------------------

RE: Callbacks within business hours

Posted By Dianne Gabriel 06-03-2025 12:18
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Cameron, Thank you for your response! However, that article is for automatically dialing callbacks, whereas I'm hoping to reschedule or contain callbacks within certain business hours. ------------------------------ Dianne ------------------------------

RE: Seeking Clarification and Best Practices on AI Scoring, Insights, and Translations in Genesys Cloud Quality Management

Posted By Dianne Gabriel 06-03-2025 12:05
Found In Egroup: Genesys Cloud - Main \ view thread
Melissa's second question is something we are also looking for! ------------------------------ Dianne ------------------------------

Callbacks within business hours

Posted By Dianne Gabriel 05-30-2025 13:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, Is there a way to manage callbacks to be only contained within business hours? Our current situation: Multiple queues with different operating hours. Some agents are cross trained, so when they go on queue, they get callback interactions from queues that are not open yet or already ...

RE: Call Recording challenges for Internal calls and Internal transfers

Posted By Dianne Gabriel 05-21-2025 12:28
Found In Egroup: Genesys Cloud - Main \ view thread
Yes From the simulated calls screenshots I posted above, it looks like the transformation is working. ------------------------------ Dianne ------------------------------

RE: Call Recording challenges for Internal calls and Internal transfers

Posted By Dianne Gabriel 05-21-2025 11:28
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George, Thanks for this! Followed your example but I'm still facing errors. When I assign the DID, the simulation doesn't hit the external trunk: When I remove the DID from any assignment, it would hit the trunk but the call is still not being recorded: When ...