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Ms. Caitlyn Petrousek

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Programs & AI Scoring

Posted By Caitlyn Petrousek 04-03-2026 12:58
Found In Egroup: Genesys Cloud - Main \ view thread
I am using programs currently to score all interactions, however I noticed that it's evaluating all interactions rather than the ones specifically tied to the topic. Is there anyway to have the virtual supervisor AI score all interactions within a program for ONLY the topic selected? An example, ...

RE: Ideas

Posted By Caitlyn Petrousek 03-10-2026 14:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi! Thank you very much. I did reply to the comment and didn't hear back, so wanted to see if there was any other way. ------------------------------ Caitlyn Petrousek Other ------------------------------

Ideas

Posted By Caitlyn Petrousek 03-10-2026 12:31
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, I submitted an idea and received this admin response. How am I able to tell who wrote the response so that I can take them up on their offer to schedule a meeting? Thank you! #Other ------------------------------ Caitlyn Petrousek Other ------------------------------

RE: Total ACW

Posted By Caitlyn Petrousek 02-19-2026 13:18
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, We do have salesforce integration, however, there are some inconsistencies. Sometimes they are correct, sometimes they are not. ------------------------------ Caitlyn Petrousek Other ------------------------------

Total ACW

Posted By Caitlyn Petrousek 02-19-2026 10:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there! I'm curious what could be causing an incorrect ACW? The ACW after this call is actually 13:49 seconds. #Reporting/Analytics ------------------------------ Caitlyn Petrousek Other ------------------------------

RE: ANI phone number rather than Agent Name

Posted By Caitlyn Petrousek 01-27-2026 16:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Thank you for the responses. @Fernando Sotto dos Santos When we search the outbound number agents call from for DNIS it still doesn't show up as searchable. No results populate when we search the #. Any reason for this? ------------------------------ Caitlyn Petrousek Other ------ ...

ANI phone number rather than Agent Name

Posted By Caitlyn Petrousek 01-23-2026 12:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, Currently, when our agents make outbound dials the ANI lists their name rather than the phone number they are calling from. Is there anyway for us to set up the system to where we can see the ANI number rather than the agents name? #Outbound #Routing(ACD/IVR) ------------------------------ ...

Evaluation Completion / Timezones

Posted By Caitlyn Petrousek 12-01-2025 19:38
Found In Egroup: Genesys Cloud - Main \ view thread
Hi! Not sure if this should be an idea rather than a inquiry, but any feedback is helpful! Our managers are currently required to complete a specific amount of evaluations per month. I noticed that evaluations completed in PT (I'm MST) aren't being counted for when I track data because my ...

RE: Downloading Transcriptions

Posted By Caitlyn Petrousek 10-30-2025 15:51
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you so much Jason! When I go onto the second link provided there's a long list of permissions required,. I filtered by "Get" and believe it's these two? Found it in the ideas lab as well - thank you /api/v2/speechandtextanalytics/conversations/(conversationId)/comm ...

Downloading Transcriptions

Posted By Caitlyn Petrousek 10-30-2025 15:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, I've noticed I have the ability to copy a transcript, but there's no option to download. I tried to find permissions required, but have found none for downloading transcriptions. Can someone please lead me into the direction for either permissions required for downloading transcripts ...

Topics - View

Posted By Caitlyn Petrousek 10-28-2025 13:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, I got this dashboard set up with a graph for a spam risk topic. However, when I sent this report to my inbox each morning, I see this - There is no graph or history.. How can I get the graph above sent to my inbox? TIA! #API/Integrations #Reporting/Analytics #Unsure/Other ...

RE: Content Search - Dashboard

Posted By Caitlyn Petrousek 10-16-2025 17:02
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Robert! It worked :) Last question - Is there anyway to click into the interaction to see what happened with that call to ensure it's picking up what we need it to? ------------------------------ Caitlyn Petrousek Other ------------------------------

PureIngishts Dashboard - Statistic Metrics

Posted By Caitlyn Petrousek 10-16-2025 15:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, I'm interested in adding a Statistic Metric for Content Search. Is that possible? #ArchitectandDesign #Implementation #Unsure/Other ------------------------------ Caitlyn Petrousek Other ------------------------------

RE: Content Search - Dashboard

Posted By Caitlyn Petrousek 10-15-2025 21:06
Found In Egroup: Genesys Cloud - Main \ view thread
Update! It seems to be working! From this view, is there anyway to click on the interaction to see what happened on the call? ------------------------------ Caitlyn Petrousek Other ------------------------------

RE: Content Search - Dashboard

Posted By Caitlyn Petrousek 10-15-2025 18:44
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you so much! I created a topic with about 30 different phrases including spam risk and potential spam for external participants and set it for Med-Low strictness. When I go back to the topic trends workspace view to see a graph and calls, nothing shows. I'm not sure what else I can do, ...

Content Search - Dashboard

Posted By Caitlyn Petrousek 10-06-2025 19:23
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, Is it possible to create a dashboard for content search? Ideally we type a few words or phrases for content search and the end results will populate on a dashboard. Like, "spam" was said 100x today. #DigitalChannels #Routing(ACD/IVR) #Unsure/Other ---------- ...

Alert Rules - Conversation Mentions

Posted By Caitlyn Petrousek 10-02-2025 13:47
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, The community has been so helpful in getting me informed on alert rules. I'm wondering if there's an alert I can create in the system (preferably live time) for anytime a customer uses the word potential spam or spam risk.. Ideally, we would like to be notified ...

Evaluation Comment Alert

Posted By Caitlyn Petrousek 10-01-2025 14:10
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, Currently, when our agents leave a comment on an evaluation received by a manager there is no notification sent to the manager that there's been a comment left. Is there a way to alert a manager when an evaluation receives a comment? I'm wondering if this would be an alert rule? ...

RE: Real time notifications

Posted By Caitlyn Petrousek 09-18-2025 15:00
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you very much for the response! Total calls in a day! It could be any amount, I was using 10 as an example. If we have a sales agent that gets 1 sale out of 10 calls, a notification would be best to alert manager to check in with that agent before they get more calls. ...

Policies

Posted By Caitlyn Petrousek 09-17-2025 16:40
Found In Egroup: Genesys Cloud - Main \ view thread
Hi! I'm currently using policies for an audit. We are trying to get evaluations sent to the evaluator for the transfer agents (first person on the interaction) portion of the call, but have noticed that the evaluations being sent over are the agent (second person on the interaction). ...