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Ms. Erin Thomsen

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Transfer Reporting - How can we determine where transfers are going?

Posted By Erin Thomsen 12-17-2025 13:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All, I have data on the number of transfers from each Queue using Analytics Workspace -> Queue Performance. How can we determine where we are transfering calls to, so that we can identify IVR improvements or agent training opportunities, etc.? I did pull an interactions report and filtered on Transfer, ...

RE: Forecast Planning - Stand Alone Phones

Posted By Erin Thomsen 12-05-2025 12:23
Found In Egroup: Genesys Cloud - Main \ view thread
I think I've answered my own question... the billing report. ------------------------------ Erin Thomsen ------------------------------

Forecast Planning - Stand Alone Phones

Posted By Erin Thomsen 12-05-2025 12:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hello All, Relatively new product owner for our organization's communication technology. I am trying to forecast costs and would like to know how many GC stand-alone phones we use. Can anyone assist in how I can extract that information? Thank you. #Telephony ------------------------------ Erin ...

Polycom phone experience - queue transfer vs. direct call. web app experience

Posted By Erin Thomsen 10-29-2025 10:29
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All, We have a customer-facing team member that logs into Genesys with a polycom phone. The team member recieves both direct calls and transfers from our contact center queue. Here's a specific scenario: Organization uses the Genesys web app The user has a communicate license The user logs ...

RE: Multi-panel Agent Workspace Issue

Posted By Erin Thomsen 08-19-2025 10:14
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Hi Louis, we were able to test yesterday and things were working as expected. Appreciate your push to get this resolved. ------------------------------ Erin Thomsen ------------------------------

RE: Multi-panel Agent Workspace Issue

Posted By Erin Thomsen 08-13-2025 15:51
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Hi Louis, I just sent a message to our vendor to see if our ticket has been updated before having our trainers test. I'll keep you posted. ------------------------------ Erin Thomsen ------------------------------

RE: Multi-panel Agent Workspace Issue

Posted By Erin Thomsen 08-11-2025 12:29
Found In Egroup: Genesys Cloud - UI New Features \ view thread
We also have a ticket in with our 3rd party provider for the same issue. They have not updated us on a resolution as of yet. ------------------------------ Erin Thomsen ------------------------------

RE: Deprecation of the Overview (Evaluation) page

Posted By Erin Thomsen 07-15-2025 17:36
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Genesys Team, providing positive feedback from our Team Leads that the "deprecation of the evaluations page is 10x BETTER!". No response is necessary. ------------------------------ Erin Thomsen ------------------------------

Enable Group Search by Name in Forward Calls

Posted By Erin Thomsen 07-14-2025 13:36
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Hi All, this is in reference to the feature released in 7/7's release notes and Idea EPUCC-I-801. I would have expected that I could open Call Forwarding, search for a Group and select the Group to forward my calls to. I can definitely search but I am not able to select a group. I do have a Cloud CX3 ...

RE: Removal and Replacement of Partner Billing Usage API

Posted By Erin Thomsen 06-04-2025 11:27
Found In Egroup: Genesys Cloud - Developer Announcements! \ view thread
Good Day, Isla, Can you please confirm: The link below indicates our UI/Subscription feature will be deprecated. We are dependent on this data to understand our billing and costs. Billing & Usage UI: (Admin > Account Settings > Subscription) https://help.mypurecloud.com/an ...

Consult Transfer becomes unavailable

Posted By Erin Thomsen 06-04-2025 10:19
Found In Egroup: Genesys Cloud - Main \ view thread
Hello All, curious if any organizations have had this issue. When our Agents perform a consult transfer, and then the person (consult transfer) disconnects (customer call still ongoing), our Agents are not able to do a subsequent consult transfer. The buttons grey out. Without assuming causality, ...

Is there a way I can get some data or reporting on how often a menu item is selected?

Posted By Erin Thomsen 05-22-2025 15:00
Found In Egroup: Genesys Cloud - Main \ view thread
Hello All, I'm looking for how to find a way to determine if a menu item is selected and how often. I've reviewed Inbound Flow Performance and it seems like a nice report for how often the flow is used. I'm looking for more granular data on how often "2" is selected within the menu, for example. ...

RE: Must-know date: May 5, 2025 - the agent opt-in toggle will be removed! **** RESCHEDULED ****

Posted By Erin Thomsen 05-20-2025 17:48
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Hello, Has the name of the permission changed from Agent UI > Multi-panel Experience to Multi-tool Experience? Thank you, ------------------------------ Erin Thomsen ------------------------------

RE: Removal and Replacement of Partner Billing Usage API

Posted By Erin Thomsen 05-08-2025 14:15
Found In Egroup: Genesys Cloud - Developer Announcements! \ view thread
Can clarification be provided: there will be no billing UI in the future state? ------------------------------ Erin Thomsen ------------------------------