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Mr. Eduardo Souza

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RE: March Question of the Month - Favorite Roadmap Feature

Posted By Eduardo Souza 04-02-2026 09:45
Found In Egroup: Genesys Casual \ view thread
I'd go with Dark Mode in Architect, no doubt. I spend a lot of time building and debugging flows, so this has a direct impact on my daily work, less eye strain and more comfort to stay focused on logic and adjustments. ------------------------------ Eduardo Souza ------------------------------

RE: December Rockstars Shine Bright!

Posted By Eduardo Souza 12-04-2025 12:45
Found In Egroup: Genesys Casual \ view thread
Congratulations @Luiz Rosa, it's a pleasure learning from you! ------------------------------ Eduardo Souza ------------------------------

RE: November Rockstar's New Tour!

Posted By Eduardo Souza 12-04-2025 12:40
Found In Egroup: Genesys Casual \ view thread
Congratulations @Debora Lopes! ------------------------------ Eduardo Souza ------------------------------

RE: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Posted By Eduardo Souza 06-10-2025 10:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone, quick update on our side: Even after adjusting the alert timeout and disabling the persistent connection, we've seen no significant improvement in behavior. Our agents are still struggling to answer calls, even when the agent clicks "Answer" manually, the media session fails to establish ...

RE: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Posted By Eduardo Souza 06-05-2025 09:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We're facing the same issue, agents going into "Not Responding" even with the auto-answer enabled. After extensive testing, we've identified a specific pattern: It mostly happens right after agents log in: the first call offered after login frequently results in "Not Responding." ...

RE: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Posted By Eduardo Souza 05-23-2025 13:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hello @Shane Jenkins, We had the same doubt regarding the GPO patterns. In our case, we went with the more inclusive wildcard format: [*.]mypurecloud.com and [*.]salesforce.com (we're not on FedRAMP, so adjust to use2.us-gov-pure.cloud if that applies). We applied the policies under both S ...

RE: Agents randomly going into Not Responding status without being alerted to an Interaction and other oddities

Posted By Eduardo Souza 05-21-2025 20:04
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We're experiencing the same issue in our operation, using Genesys Cloud integrated with Salesforce. Agents with Auto-Answer enabled are going into "Not Responding" status without ever being alerted to an incoming interaction. We opened a ticket, and after some investigation, we identified ...