I have used the survey integration in the platform but not any other companion integrations as other priorities and Genesys features have been more beneficial and have taken precedence. However, my initial research blew my mind in terms of cost. These were the main competitors at the top end but would ...

RE: Customer First Callback Impacts on EWT

Posted By Matt Calton 10-23-2024 05:18
Found In Egroup: Genesys Cloud - Main \ view thread

Thanks for Anton raising this question and Adrians info. In addition, you could consider using strategies like distributing callbacks more evenly across queues or limiting priority overrides to prevent significant distortions in EWT. Another approach could be to implement separate queues for callbacks ...

RE: SLA Tracking of Vendor Reps and In House Reps

Posted By Matt Calton 10-18-2024 12:13
Found In Egroup: Genesys Cloud - Main \ view thread

I agree with the general consensus here-SLA is primarily a queue-level metric, so isolating performance between vendor and in-house reps becomes challenging when they're in the same queue. While staffing adjustments can help, a clearer picture could emerge by splitting the queues, allowing for more targeted ...

RE: The Big Bad Bots - Paranormal Story Thread! (Contest)

Posted By Matt Calton 10-08-2024 13:01
Found In Egroup: Genesys Casual \ view thread

Ah, the unexplained… I have just the tale, and it still raises the hairs on the back of my neck when I think about it. Years ago, I was working late into the night at an old office building, which had a bit of a history. It was once a Victorian-era bank, long since repurposed for modern businesses, ...

RE: Response to the EU AI Act

Posted By Matt Calton 10-08-2024 02:40
Found In Egroup: Genesys Cloud - Main \ view thread

The EU AI Act has not impacted our existing use of Genesys AI functionalities. However, I am looking at how things are developing in this area regarding regulatory updates to ensure compliance. I'd be interested in hearing from other users who may have faced the need to adjust their AI deployments too. ...

RE: QOTM: Double, Double Toil and Trouble!

Posted By Matt Calton 10-07-2024 08:30
Found In Egroup: Genesys Casual \ view thread

What three things would summon me? A pinch of curiosity – because I'm always drawn to learning new things, especially in tech and IT. A dash of innovation – nothing excites me more than solving problems creatively, especially when it comes to customer experience and platform integrations! ...

RE: Request for Information/Feedback on AI Connect for Google

Posted By Matt Calton 10-04-2024 07:19
Found In Egroup: Genesys Cloud - Main \ view thread

Thanks for raising this as it is something I am keen to explore as well, so will follow this thread to see how it develops. ------------------------------ Matt Calton ------------------------------

RE: Skilling - Is anyone dealing w the need for more than the 0 to 5 star skill levels? How have you approached this challenge?

Posted By Matt Calton 08-27-2024 05:26
Found In Egroup: Genesys Cloud - Main \ view thread

for us the 1-5 star system is sufficient, but I understand why others might need more flexibility to accommodate more complex skilling requirements. It's interesting to see how different approaches, like combining skills or using routing strategies, can help address these needs. ------------------------------ ...

RE: How is your organization adopting AI?

Posted By Matt Calton 08-22-2024 13:17
Found In Egroup: Genesys Cloud - Main \ view thread

AI will allow us to better serve our customers, leading to stronger relationships and higher lifetime value. By automating routine tasks, we will not only cut down on operational expenses but also improve the quality of our customer interactions. This efficiency and improved service are expected to contribute ...

RE: QOTM - What is THE BEST Vinyl/CD/Audio Tape of ALL TIME!!

Posted By Matt Calton 08-16-2024 07:40
Found In Egroup: Genesys Casual \ view thread

Vinyl Pink Floyd - Dark side of the moon Barclay James Harvest - Everyone is everybody else Tape: Spyro Gyra - Morning Dance CD: Sade - Diamond Life Anastasia - Freak of Nature ------------------------------ Matt Calton ---------------------- ...

RE: February Question of the Month - earn a new badge!

Posted By Matt Calton 02-09-2024 03:17
Found In Egroup: Welcome Community \ view thread

Customer Success Showcase: This event could highlight success stories and best practices from Genesys customers around the world. Participants could share their experiences implementing Genesys solutions, overcoming challenges, and achieving impressive results. This not only celebrates the achievements ...

RE: Big Game - Win From the Comfort of Your Couch!

Posted By Matt Calton 02-06-2024 02:37
Found In Egroup: Genesys Community Trivia Tower \ view thread

Enjoy - I would love to experience the event at the Super Bowl despite not knowing anything about the game :-) ------------------------------ Matt Calton Grove & Dean Ltd ------------------------------

RE: What movie should have been nominated for an Oscar but wasn't?

Posted By Matt Calton 03-07-2023 12:02
Found In Egroup: Genesys Casual \ view thread

Jack Black and School of Rock - ------------------------------ Matthew Calton Grove & Dean Ltd ------------------------------

RE: ENTER TO WIN - Calling all system administrators!

Posted By Matt Calton 11-14-2022 09:30
Found In Egroup: Certification and Training \ view thread

What is your role? - Genesys Cloud Platform Manager Which Beyond course(s) have you found most valuable for your role? - 32 of the E-Learning Modules What was your biggest takeaway? Or what was the most valuable thing you learned? - The use of Architect Have you completed any certifications? ...

GC App and Email attachments

Posted By Matt Calton 08-12-2022 07:57
Found In Egroup: Genesys Cloud - Main \ view thread

Hi Guys... Just wanted to ask if any using the Genesys Cloud App have experienced viewing an email attachment forcing a Chrome pop up requesting a login before being able to view. Just seems to have started happening intermittently for us in the last couple of weeks. regards Matt #DigitalChannels ...

RE: Hello Community! (A NEW CONTEST and some past contest winners are announced!)

Posted By Matt Calton 04-16-2022 02:13
Found In Egroup: Genesys Casual \ view thread

Its got this be the A-Team that gets my vote as they always got the job done and despite all the explosions and bullets nothing was ever fatal as I recall. We never had any skip options so have listened to that intro in full on every original episode - and love it, although, from my age group it would ...

RE: On a simple roster how do you display which staff are in or WFH

Posted By Matt Calton 02-17-2022 04:04
Found In Egroup: Genesys Cloud - Main \ view thread

Or you could halve the work and just have AtHome Queue and get the agents to activate that queue when WFH the sum of On Queue and Off Queue = total agents WFH - variation on a theme by Vaun, just a thought... ------------------------------ Matthew Calton Grove & Dean Ltd ---------------------- ...

RE: Leaderboards not showing anything

Posted By Matt Calton 02-16-2022 03:31
Found In Egroup: Workforce Engagement Management \ view thread

Only seen this a couple of times in the App - just deleted the GenesysCloud folder in the users/ Appdata and restarted the App to fix it - was reported and glad to see a fix is coming... ------------------------------ Matthew Calton Grove & Dean Ltd ------------------------------

Brightmetrics Integration

Posted By Matt Calton 02-03-2022 04:43
Found In Egroup: AppFoundry: The Genesys Marketplace Experience \ view thread

Hi all - just to say what a great integration we have with Brightmetrics and the addition of their interface and ease of creating visuals and reporting to expand the reporting available within GCCX, it could not have been easier to deploy. I have really enjoyed putting together the reports that give ...

RE: Changes to Call Transfers

Posted By Matt Calton 01-21-2022 07:49
Found In Egroup: Genesys Cloud - Main \ view thread

. ------------------------------ Matthew Calton Grove & Dean Ltd ------------------------------

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