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Ing. Gladys Galabay

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RE: Queue Activation/Deactivation and Planning Groups

Posted By Gladys Galabay 10-02-2025 12:33
Found In Egroup: Workforce Engagement Management \ view thread
There is some response about this question? ------------------------------ Gladys Galabay Ingeniero Senior ------------------------------

The fatal question must have select " Add N/A as an Answer"?

Posted By Gladys Galabay 04-15-2025 16:56
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone I have a doubt respect the evaluation form weights: My customer have some questions marked like critical (fatal) and also, the same questions, have mark the answer propertie "add N/A as an answer" We do not understand how Genesys distribute the weights, I saw some examples ...

RE: disable Last agent routing

Posted By Gladys Galabay 02-09-2024 12:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hello @Catherine DUPIRE I have a doubt about this comment "The Last agent routing does not work when using a flow." I am using message flow and digital bot flow and in the flow have options that route the message to differents queues and have the problem that if one client first entered in ...

RE: Limited PII masking in Performance views and exports - where is it?

Posted By Gladys Galabay 05-19-2023 20:05
Found In Egroup: Genesys Cloud - Main \ view thread
Hello @Maisey Harris My customer want to the agents can see the field DNIS, ANI in the "My interactions" view I use this api /api/v2/analytics/reporting/settings ( "piiMaskingEnabled": false, "queueAgentAccessObfuscation": true ) For desactivate the pii masking and after it, I asked ...

RE: Inbound emails being tagged with [Automatic Reply]

Posted By Gladys Galabay 04-13-2022 19:23
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Brett Do you found the solution? I have the same issue ​​​ ------------------------------ Gladys Galabay High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda. ------------------------------

Is possible share named and concurrent licences in one organization

Posted By Gladys Galabay 12-14-2021 15:01
Found In Egroup: Genesys Cloud - Main \ view thread
This is the use's case A customer have 2 segments in their contact center, one of them require shifts during the day but the other segment only need agents work specifically in determinate hours. For this reason they need obtain un mix of licenses to cut costs Or somebody have alternatives? #Implementation ...

Fortigate "WebRTC.Local.IP.Addresses.Disclosure" Event

Posted By Gladys Galabay 09-03-2021 11:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Somebody know about of this vulnerability detected by firewall Fortigate? This vulnerability could affect the use of webrtc in Genesys Cloud? In the resource center I do not found major details. Thanks #Telephony ------------------------------ Gladys Galabay High Telecommunications Sociedad ...

RE: Zendesk screenpop

Posted By Gladys Galabay 07-23-2021 11:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George Please would you help me indicating how work the connector in outbound campaigns, each interaction of the campaign open a new ticket in Zendesk? what happen with the schedule callbacks by rules and the tickets in zendesk? ------------------------------ Gladys Galabay High Telecommunications ...

Behaviour of zendesk ticket on campaigns

Posted By Gladys Galabay 06-28-2021 21:40
Found In Egroup: Genesys Cloud - Main \ view thread
Hello everybody Please help us Somebody know how work the campaings since Zendesk using the native connector? each interaction create a new ticket, but what happen with the callbacks scheduled by rules? I did some tests and I had been varios behaviors * In some cases the first interaction create ...

RE: Ringtone/ Audible Alert for incoming non voice interactions

Posted By Gladys Galabay 06-15-2021 11:26
Found In Egroup: Genesys Cloud - Main \ view thread
Shonte I also have negative feedback by my customers with the ongoing alert. Is possible have 2 alternatives, the past alert and this new, of this form the customer can select that their prefer. And other alternative could that the customer can customize the audio ------------------------------ Gladys ...

error.ininedgecontrol.session.inactive

Posted By Gladys Galabay 06-03-2021 20:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Please help us Somebody know what means the error code "error.ininedgecontrol.session.inactive" appear on the Interactions View I wish that somebody can help me #Telephony ------------------------------ Gladys Galabay High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda. ...

RE: Calls rejected - WebRTC

Posted By Gladys Galabay 03-23-2021 18:07
Found In Egroup: Genesys Cloud - Main \ view thread
@Bryan De La Cruz Hi Did you found the cause of the issue?​ ------------------------------ Gladys Galabay High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda. ------------------------------

I can not activate Embed Interaction Window script in Salesforce

Posted By Gladys Galabay 10-15-2020 19:20
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everybody Please can you help me with this problem I am using the Genesys connector for Salesforce Lightning I mark this option "Embed Interaction Window" And follow this steps: https://help.mypurecloud.com/articles/add-an-embedded-interaction-window/ However, when I want to open the script ...

RE: How can sync more contacts in a campaign uploaded since salesforce

Posted By Gladys Galabay 10-14-2020 10:38
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Richard You refer at it? In addition, is possible create a campaigns or modify the dial mode since Genesys and this can sync for salesforce? or always the process must begin since salesforce to genesys? ------------------------------ Gladys Galabay High Telecommunications Sociedad ...

How can sync more contacts in a campaign uploaded since salesforce

Posted By Gladys Galabay 10-12-2020 19:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hi I have a campaign created in salesforce, initial the campaig had 4 contacts but after, we agreggate more contacts using the import csv file in salesforce. Since salesforce monitor we can see 100 contacts for the campaign but in genesys when I export the contact list only appear the initial 4 contacts. ...

RE: Why does not works the Escape sequences in message body of Send Auto Reply action

Posted By Gladys Galabay 09-16-2020 20:09
Found In Egroup: Genesys Cloud - Main \ view thread
@Paul Dittrich​ Thanks so much! Is very util your recommendation!​ ------------------------------ Gladys Galabay High Telecommunications Sociedad de Telecomunicaciones Cia. Ltda. ------------------------------

Why does not works the Escape sequences in message body of Send Auto Reply action

Posted By Gladys Galabay 09-15-2020 20:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everybody I need help! I want to built a auto reply message but have a lot problems, I can not split the text, all the text appear in the same line, I am using the scape sequences but nothing work. This table shows characters for which Architect has an escape sequence: Character ...

RE: How long one inbound interaction can stay on queue?

Posted By Gladys Galabay 09-01-2020 16:03
Found In Egroup: Genesys Cloud - Main \ view thread
@Mariano Martinez I wish that you customer is working correctly with Puresocial In my case my customer have various queues by each network social, for this reason they are thinking about the ​"reprocesing" queue option because this solution signify create more queues and have a great quantity of queues ...

RE: How long one inbound interaction can stay on queue?

Posted By Gladys Galabay 08-26-2020 13:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Mariano, No, the Puresocial Support is not clear in their answer In my test there are some interaction "abandoned " with 10 hours of duration, but others, with more than 23 hours in the same condition "abandoned" In other words the interactions are mark like "abandoned" in different ...

How long one inbound interaction can stay on queue?

Posted By Gladys Galabay 07-30-2020 13:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everybody Please could you help me with this question? I have the next case, we are using the Puresocial conector for receive facebook´s messages like chat interactions in Genesys Cloud, but, the customer have a problem, there are some interactions with duration on queue around 10 hours and appear ...