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Gareth James

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RE: Export Panel Enhancements Temporarily Disabled

Posted By Gareth James 05-07-2024 20:41
Found In Egroup: Genesys Cloud - Main \ view thread
Can you confirm when these features are being re-released? ------------------------------ Gareth James CALLSCAN AUSTRALIA PTY. LTD. ------------------------------

RE: Win A PRIZE By Watching This Video!

Posted By Gareth James 08-21-2022 23:47
Found In Egroup: Workforce Engagement Management \ view thread
For me simplicity is best, and that's what i like about the Agent Activity Widgets. Lot's of really useful, visual information in a single place - and the recent ability to choose the layout enhances this further! ------------------------------ Gareth James CALLSCAN AUSTRALIA PTY. LTD. ------- ...

RE: Work Teams - Not able to add to queues

Posted By Gareth James 08-11-2022 21:25
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Chris, I missed that notification but I was aware that Genesys are working harder to advise of UI changes before they happen ------------------------------ Gareth James CALLSCAN AUSTRALIA PTY. LTD. ------------------------------

RE: Work Teams - Not able to add to queues

Posted By Gareth James 08-10-2022 20:31
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for the update Chris. What other cosmetic changes are planned for release - have they been communicated anywhere? ------------------------------ Gareth James CALLSCAN AUSTRALIA PTY. LTD. ------------------------------

Work Teams - Not able to add to queues

Posted By Gareth James 07-06-2022 22:00
Found In Egroup: Genesys Cloud - Main \ view thread
Is anyone else having an issue with the new Work Teams feature? I've assigned permissions, created a team, but can't assign them to queues or view team information in reports! #PlatformAdministration #Roadmap/NewFeatures ------------------------------ Gareth James CALLSCAN AUSTRALIA PTY. LTD. ...

RE: Inbound email routing

Posted By Gareth James 05-26-2022 07:42
Found In Egroup: Genesys Cloud - Main \ view thread
There are multiple API and SMTP endpoints, these are all in region. However, there are only 3 email receiving endpoints in US East, US West, and Europe. This means that the email in APAC gets routed to US East, it's assessed by SES and then delivered to the final endpoint in APAC. The full statement ...

RE: Inbound email routing

Posted By Gareth James 05-26-2022 01:37
Found In Egroup: Genesys Cloud - Main \ view thread
Just picking up this thread again after a year of inactivity - anybody got any ideas? We are facing increasing challenges implementing email within Genesys Cloud CX in the APAC region as soon as a customer realises that the routing sends the email to the US. Any ideas gratefully received!! ------ ...

RE: Position in queue notifications based on media type in blended queues

Posted By Gareth James 03-23-2022 23:54
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Robert, I had considered the data action which when it first drops into a queue is not too bad. It would get complicated if the interaction remains in queue and they want to advise of an updated position. Kind Regards Gareth James Solutions Consulting Manager Contact Centre ...

Position in queue notifications based on media type in blended queues

Posted By Gareth James 03-23-2022 19:12
Found In Egroup: Genesys Cloud - Main \ view thread
Firstly, really happy that we now have the ability to define in queue flows for digital channels! But, one issue that we have identified is that if you use a blended channel, i.e. have a channel that handles voice, email, and web messaging the position in queue notification is a little misleading. It ...

RE: On Queue/Off Queue toggle changed appearance?

Posted By Gareth James 03-22-2022 18:51
Found In Egroup: Genesys Cloud - Main \ view thread
Interestingly the button design seems to have changed again, with a darker blue being used and a tick now when On Queue In addition we do have the really poor End Callback, which as you say is pretty much unreadable ------------------------------ Gareth James CALLSCAN AUSTRALIA PTY. LTD. ...

RE: On Queue/Off Queue toggle changed appearance?

Posted By Gareth James 03-20-2022 18:44
Found In Egroup: Genesys Cloud - Main \ view thread
I haven't seen any notification of a change to this appearance - it's possible I missed it but really these need to be advertised to customers/partners! ------------------------------ Gareth James CALLSCAN AUSTRALIA PTY. LTD. ------------------------------

RE: Consult transfer to secure flow

Posted By Gareth James 03-01-2022 17:06
Found In Egroup: Genesys Cloud - Main \ view thread
I agree to a point, but as long as the flow is still not recording anything, and the customer is not reading out or providing any visibility of the confidential data then it would still be secure. The essence of this request is to replicate services that are offered by 3rd parties without the customer ...

Consult transfer to secure flow

Posted By Gareth James 03-01-2022 02:47
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Community, The secure flow process works very well when agent initiated and assuming that a customer follows the instructions in the flow for capturing the details should provide a seamless experience. Obviously, within that flow we can provide assistance to the caller through updated menu prompts ...

RE: Agent Activity View - Quality Management Widgets

Posted By Gareth James 02-13-2022 17:28
Found In Egroup: Workforce Engagement Management \ view thread
For our customers we are still seeing a slower uptake in the learning modules, or gamification features, which means that the evaluation information is the most relevant content on this page - and therefore valuable to be able to view like this. For other customers this wouldn't be the case. I know it's ...

RE: When will we reach 3K members? Hurry, the contest starts now!

Posted By Gareth James 01-19-2022 06:39
Found In Egroup: Genesys Cloud - Main \ view thread
21st March 2022 ------------------------------ Gareth James CALLSCAN AUSTRALIA PTY. LTD. ------------------------------

RE: Workforce Engagement Management

Posted By Gareth James 12-01-2021 04:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Audrey, At this point in time there are no constraints around cancelling a request unfortunately. I've had a look on the Ideas portal and it doesn't appear that there is anything already so might be worth creating an Idea, depending on the level of impact for your organisation. ------------ ...

RE: How to reset a campaign sequence daily

Posted By Gareth James 11-23-2021 03:41
Found In Egroup: Genesys Cloud - Main \ view thread
As I understand campaigns, if the sequence gets to the end then it should automatically start at the beginning of the campaign sequence. Have you tried using the campaign rules to turn the sequence on as detailed here: https://help.mypurecloud.com/articles/create-set-campaign-rules/ ------------- ...

RE: Informative Conversation Roster beta

Posted By Gareth James 11-17-2021 19:40
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ricky, We'd like to be involved in the Beta if possible? ------------------------------ Gareth James CALLSCAN AUSTRALIA PTY. LTD. ------------------------------

RE: Queue Performance Display Option to Hide empty rows

Posted By Gareth James 10-18-2021 03:27
Found In Egroup: Genesys Cloud - Main \ view thread
Unfortunately not available as an option currently, but has been raised on the Ideas forum: https://genesyscloud.ideas.aha.io/ideas/ANA-I-457 ------------------------------ Gareth James CALLSCAN AUSTRALIA PTY. LTD. ------------------------------

Web Messenger - Automatically send connected agent details

Posted By Gareth James 10-15-2021 04:34
Found In Egroup: Genesys Cloud - Main \ view thread
I'm looking at ways of reducing average handle time through the digital channels and would like to automate the welcome message sent by an agent to the customer when first connected within the new Web Messenger functionality. We've done this using the SendMessage request with web chat but it doesn't ...