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Christoph Hadtstein

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RE: Group display issues

Posted By Christoph Hadtstein 08-13-2019 10:43
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Daniel The observed behaviour is as expected. The inbound call is to the Group Extension and the Call is part of this group. The Agent then forwards the Call (Consult Transfer) to the same number, hence why the Group name is displayed again. Only once an Agent has picked up the call can PureCloud ...

RE: Purecloud Chat

Posted By Christoph Hadtstein 08-13-2019 10:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Oliver The PureCloud Quality Policies allow you to record ACD Chat interactions only. Agent to Agent chats are saved but not searchable by a 3rd party that was not part of the chat. Regards ------------------------------ Christoph Hadtstein Genesys - Employees ---------------------- ...