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Brian Jones

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RE: Auto open Messenger

Posted By Brian Jones 04-01-2026 00:22
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Greetings Nicole! We also have an internal support web messenger (powered by a Virtual Agent) on our intranet. Within the script section of our html code, we added the code you referenced from the messenger plugin resource article. Since then, as soon as our support page loads, our web messenger widget ...

RE: Now Generally Available: Our New Native Transcription Engine for English and Spanish dialects

Posted By Brian Jones 03-11-2026 10:31
Found In Egroup: Genesys Cloud - Main \ view thread
Outstanding to hear about Copilot, @Liore Finkelstein given I was unsure. We are most excited to see this improvement implrmented for Virtual Agents though as it will significantly help recognition there. ------------------------------ Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians ...

RE: Now Generally Available: Our New Native Transcription Engine for English and Spanish dialects

Posted By Brian Jones 03-11-2026 09:42
Found In Egroup: Genesys Cloud - Main \ view thread
I'd love to be wrong, @Roman Vondracek, but that was my understanding during the LA. It's also evident when comparing the transcription within Virtual Agents & Flow Execution History as well as during a live transcription in Copilot at one point. Copilot transcription is harder to pin down at first glance ...

RE: Adding Summary to Wrap notes

Posted By Brian Jones 03-11-2026 00:55
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
@Nick Argeson - I tried something similar and could only get Wrap-Up Notes that were added to the conversation via the API to show the little preview button when I was using the Interactions view (and not the Content Search view). Try opening a support ticket for further insight as to why that's the ...

RE: Now Generally Available: Our New Native Transcription Engine for English and Spanish dialects

Posted By Brian Jones 03-10-2026 00:02
Found In Egroup: Genesys Cloud - Main \ view thread
@Liore Finkelstein - Are there plans to apply this same improvement to Copilot & Virtual Agent speech to text transcription? I can imagine that would have equally as positive impact on those experiences. ------------------------------ Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians ...

RE: Operational Console

Posted By Brian Jones 03-09-2026 10:33
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Thanks @Marcos Faria - The Grouping & Relative Time features are helpful. Question though; why hasn't the option to search/filter by Conversation ID or Flow ID been added? As nice as it is to have all operational events listed, it can prove overwhelming at first glance (even with the grouping). ...

RE: New UI - Menu or search?

Posted By Brian Jones 03-09-2026 10:22
Found In Egroup: Genesys Cloud - UI New Features \ view thread
I concur with the collective here--search first, and (like @Marcello Jabur) primarily use the menu to hit a post-search submenu quicker. There are times where using the menu works better than typing though, but only for those top-level menus. Well, that and I will occasionally challenge my brain/torture ...

RE: Chatbot feedback

Posted By Brian Jones 03-09-2026 10:12
Found In Egroup: Genesys Cloud - UI New Features \ view thread
@Ali Karchiwala - The ability to easily substitute images in place of text (e.g. thumbs up/down for yes/no) for Quick Replies would be a great idea to post in the Product Ideas Lab. ------------------------------ Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24 ---- ...

RE: It's Here: February Question of the Month

Posted By Brian Jones 03-04-2026 13:55
Found In Egroup: Welcome Community \ view thread
C'mon now, @Nicole Milliken - Gotta rep for the Genesys Community Rockstars!!! Haha! Appreciate the shoutout and hopefully I did what Genesys expected, and that's Inspire 😉 Olé, Olé, Olé!---Oleeeee....Oleeeee!!!!!!!! Love it!!!! ------------------------------ Brian T. Jones | Ascension | ...

RE: March Rockstar Lights Up the Stage!

Posted By Brian Jones 03-02-2026 12:38
Found In Egroup: Genesys Casual \ view thread
Congratulations, @Stacey Sanchez!!! ------------------------------ Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24 ------------------------------

RE: Transcription accuracy issue with Copilot (Dictionary term not resolving)

Posted By Brian Jones 03-01-2026 23:54
Found In Egroup: Genesys Cloud - Main \ view thread
@Anik Dey - Any thoughts on the transcription concern raised here? ------------------------------ Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24 ------------------------------

RE: Email Queues vs. Phone Queues

Posted By Brian Jones 02-26-2026 23:35
Found In Egroup: Genesys Cloud - Main \ view thread
@Melissa - While you determine which of the viable options above would work best for you, instead of removing the agents from the respective queues and adding them back again, consider activating/deactivating them within the Queues Agents Details view. Although not the automation you're looking for, ...

RE: Messaging whilst transferring queues

Posted By Brian Jones 02-26-2026 22:09
Found In Egroup: Genesys Casual \ view thread
Greetings Rhiannon! Perhaps this is what you're looking for: https://help.genesys.cloud/76219/ ------------------------------ Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24 ------------------------------

RE: Tick boxes removed from Operational Console?

Posted By Brian Jones 02-26-2026 19:43
Found In Egroup: Genesys Cloud - Main \ view thread
Would've been nice if they told you why they removed the multi-select capability. At least you now know there's no "technical" issue given they indirectly indicated the capability is now in fact different than it used to be. Thank you for sharing the outcome 🙏 ------------------------------ ...

RE: Bulk Assignment of Users to a Group

Posted By Brian Jones 02-26-2026 16:57
Found In Egroup: Genesys Cloud - Main \ view thread
Totally agree, @Richard Chandler. According to this thread, GC Copilot won't be able to handle Group management when initially released (GA), but would love to see it come after GA. ------------------------------ Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24 ---- ...

RE: Bulk Assignment of Users to a Group

Posted By Brian Jones 02-26-2026 16:52
Found In Egroup: Genesys Cloud - Main \ view thread
@Mostafa OUDDERHEM - Funny you mention the Department field. When we provision our users we add the Group name to their Department field that way we can use the inclusion rule you're referring to. You could do a one-time bulk import of all existing user accounts and include the respective Group names ...

RE: It's Here: February Question of the Month

Posted By Brian Jones 02-26-2026 08:56
Found In Egroup: Welcome Community \ view thread
Thank you, @Monika Gruber! Your appreciation is what keeps community members like us coming back 🙏 ------------------------------ Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24 ------------------------------ ...

RE: Community Olympics Medalists - Are You on the Podium?

Posted By Brian Jones 02-24-2026 20:46
Found In Egroup: Genesys Casual \ view thread
Congrats Genesypians! ------------------------------ Brian T. Jones | Ascension | Senior Specialist - Technology | Colossians 3:23-24 ------------------------------

RE: Backfill of User Station and Call Forwarding Permissions

Posted By Brian Jones 02-23-2026 19:46
Found In Egroup: Genesys Cloud - Developer Announcements! \ view thread
Thanks for the question @Phil Koch @Daniel Meyer - Just to make sure I understand correctly, you're saying our org (which is in the US-East-1 region) will not experience failures due to the March 1 enablement enforcement mentioned in your initial post. If that's the case, could you put those very important ...

RE: Readback of Numbers using AI Guide

Posted By Brian Jones 02-23-2026 17:12
Found In Egroup: Genesys Cloud - Main \ view thread
Yeah--to your point, there wasn't any documentation that referenced the "guideline rules", so I didn't figure out the # part until they switched to Guides v2. I was generating a Guide from a prompt and saw it did that, so I kept doing it 😆 ------------------------------ Brian T. Jones | Ascension ...