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Mr. Barry Farrington

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RE: Post-Call Survey - 3rd Party and/or Other Work-Arounds

Posted By Barry Farrington 01-20-2022 16:59
Found In Egroup: Genesys Cloud - Main \ view thread
Ah yes, now this is clearing out the cobwebs. I seem to remember the Survey Dynamix demo and they mentioned something about a browser extension. I'm not very keen on that approach, either. They really should figure out another level of integration with the agent UI, so that when the agent is logged in, ...

RE: Post-Call Survey - 3rd Party and/or Other Work-Arounds

Posted By Barry Farrington 01-20-2022 16:45
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks, Simon. I would be very curious to know how they resolve for getting the call from the agent to the survey without intervention, if at all. ------------------------------ Barry Farrington Senior Contact Center IVR & ACD System Administrator FedPoint fedpointusa.com ---------------- ...

Post-Call Survey - 3rd Party and/or Other Work-Arounds

Posted By Barry Farrington 01-20-2022 14:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi to all - My company is considering a move from PureConnect Cloud (PCC) to Genesys Cloud CX. One of our primary concerns regarding the platform is the lack of post-call survey capability. My company surveys 100% of all calls for 2 of our lines of business. PCC allows for the call to be routed to ...

RE: Your experience migrating from PureConnect (CIC) to Genesys Cloud

Posted By Barry Farrington 11-12-2021 23:43
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks, Jeffrey! I know that this initial post was 12+ months ago, but I would like to see it finally gain some traction. My company has been on PureConnect Cloud since 2019 and we're considering the possibility of migrating to Genesys Cloud CX. It would be extremely helpful to solicit honest feedback ...

IC Client Templates - Access Rights

Posted By Barry Farrington 07-14-2021 14:19
Found In Egroup: Genesys Cloud - Main \ view thread
I'm hoping someone can assist with this. I am trying to test out the IC client templates feature, I can create templates, but cannot apply them in any manner (user, role, workgroup). According to the online knowledgebase, the system admin must have the following security/access rights. In IA, I have ...

RE: Viewing Active Outbound Calls Made on Behalf of Queue

Posted By Barry Farrington 07-12-2021 15:48
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for this info, Cory. While this gives a means to an end, I still feel that the functionality to segregate voice inbound from outbound in the Queues Activity Detail view would give it far more value from a usability aspect. ------------------------------ Barry Farrington Senior Contact Center ...

Viewing Active Outbound Calls Made on Behalf of Queue

Posted By Barry Farrington 07-12-2021 14:33
Found In Egroup: Genesys Cloud - Main \ view thread
I'm looking to see how current Genesys Cloud clients are able to view active outbound calls made on behalf of a queue. I just came from a demo in which the Genesys counterpart couldn't identify the means to do this. I do see that the Queues Activity Detail view can show based on a summarized count by ...

RE: Another re-branding? "Genesys Cloud" is now Genesys "Cloud CX"?

Posted By Barry Farrington 07-07-2021 15:20
Found In Egroup: Genesys Cloud - Main \ view thread
Based on the website product detail (and see screenshots below), I would say the answer is a resounding "yes, Genesys Cloud is now Genesys Cloud CX" and will most likely be marketed as such from this point forward. ------------------------------ Barry Farrington Senior Contact Center IVR & ...

RE: Migration from Engage Cloud to Genesys Cloud

Posted By Barry Farrington 04-15-2021 11:50
Found In Egroup: PureEngage Cloud \ view thread
Thanks, again this was very helpful. I somehow missed this page in my review of the resource center. Just curious - do you or anyone else know if there is a limitation in the number of versions you can be behind and still have the app work properly (unless the update contains some major bug fix)? ...

RE: Migration from Engage Cloud to Genesys Cloud

Posted By Barry Farrington 04-15-2021 11:23
Found In Egroup: PureEngage Cloud \ view thread
I was going to ask about processes for ensuring the desktop app is pushed to all agents. It appears the desktop app gets updated at various times throughout the year. I'm just wondering if anyone working in a system admin capacity has developed a workflow process to ensure they are notified of updates, ...

RE: Migration from Engage Cloud to Genesys Cloud

Posted By Barry Farrington 04-15-2021 11:10
Found In Egroup: PureEngage Cloud \ view thread
Thanks Monique! I'm in the middle of doing a viability study between PCC and GC and want to be sure that I am communicating the correct information to my management team. The clarification is very much appreciated! :-) ------------------------------ Barry Farrington PureConnect Cloud Administrator ...

RE: Migration from Engage Cloud to Genesys Cloud

Posted By Barry Farrington 04-15-2021 10:54
Found In Egroup: PureEngage Cloud \ view thread
Hi Kevin - as of now, we have to use SQL data tables to provision all of our data reports, as the canned reports just don't give us what we need. From all of the online videos and webinars that I have seen thus far, it appears that the reporting capability has some definite promise. Of course, with more ...

RE: Migration from Engage Cloud to Genesys Cloud

Posted By Barry Farrington 04-15-2021 10:33
Found In Egroup: PureEngage Cloud \ view thread
Hi Monique - I'm confused about this statement. From what I have read in the GC resource center, it mentions nothing about needing the desktop app AND additional screen recording software. I'm looking at the information here: https://help.mypurecloud.com/articles/screen-recording-overview/ ...

RE: Migration from Engage Cloud to Genesys Cloud

Posted By Barry Farrington 04-15-2021 10:26
Found In Egroup: PureEngage Cloud \ view thread
Hi Monique - could you explain what you mean when you say reporting customization is not as robust? My company is on PureConnect Cloud right now and we are considering GC as a possible alternative. From what I've seen, the reporting is FAR more robust than what is currently available in PCC, but again, ...

RE: Xperience 20 - Are you planning on going?

Posted By Barry Farrington 03-09-2020 08:37
Found In Egroup: Genesys Casual \ view thread
I did have a conversation with our account representative on Friday about this topic. I have been advised that, while discussions are under way, no decisions have yet been made. Thus far, my company has not placed any travel restrictions, but that could be subject to change. As a client who just migrated ...