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Chris Diaper

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RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Chris Diaper 02-18-2026 09:23
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Jay, really appreciate your help here. ------------------------------ Kind regards, Chris Diaper Telephony Engineer ------------------------------

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Chris Diaper 02-18-2026 07:02
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jay, Sure, firstly to let you know that I do have a case open with Support at the moment (Case #0003984538). The information advised on the case is that: Agent was due to finish their shift at 9pm GMT on the 08/02/26 but stayed a little longer to help out. This is reflected on the Agent Status ...

RE: 🎯 New Release: Adherence Widget in Agent Overview

Posted By Chris Diaper 02-18-2026 04:57
Found In Egroup: Workforce Engagement Management \ view thread
Hi Belinda, is it possible to remove this from the Adherence Widget from Agents Overview? I can only see the option to Rearrange currently. This is causing issues for us as we have Agents in 3 different time zones & we are not able to split the team into different business units based on location as ...

Web Chat - Trigger

Posted By Chris Diaper 11-21-2025 03:40
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi, we are trying to trigger the web chat invite based upon the error element on the web page. Is this possible please? Kind regards, Chris #Triggers ------------------------------ Kind regards, Chris Diaper Telephony Engineer ------------------------------

RE: Set Whisper Audio to Create Callback in Architect

Posted By Chris Diaper 06-02-2025 11:41
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jason, thank for answering this for Michael previously. I know that we are only a few more months down the line but I just wanted to check that this was definitely still the case with regards to whisper prompts not working on callbacks please? ------------------------------ Kind regards, ...

RE: How to be able to see the content of an email

Posted By Chris Diaper 03-14-2025 05:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Catherine, thanks for raising this as I am looking at doing the same. If you are trying to assign these permissions to a User (Default) Role then it appears that the conditions are hard-coded. Even if you try to amend & save them, they will default back to the original conditions set. The workaround ...

RE: How to be able to see the content of an email

Posted By Chris Diaper 03-14-2025 05:44
Found In Library: Genesys Cloud - Main

RE: Play script/disclaimer recording during a call

Posted By Chris Diaper 02-12-2025 06:12
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for this Gareth, great idea & I have this working in our Genesys org. QQ - did you try having multiple buttons within the same script? I am trying this but once a button has been used to consult and then disconnects to resume the original leg of the call. If I try to initiate the next button, ...

RE: Scripting - the art of the possible

Posted By Chris Diaper 02-10-2025 04:34
Found In Egroup: Genesys Cloud - Main \ view thread
Sorry, one more question on this. As I understand it, Secure Flows are the only option for an agent to send a customer to an IVR, returning to the agent when it ends? What I am trying to test here works, but it does not record this portion of the call which is not sensitive information (this is ...

RE: Scripting - the art of the possible

Posted By Chris Diaper 02-07-2025 06:21
Found In Egroup: Genesys Cloud - Main \ view thread
*Update* I have this working! ------------------------------ Kind regards, Chris Diaper Telephony Engineer ------------------------------

RE: Scripting - the art of the possible

Posted By Chris Diaper 02-07-2025 06:13
Found In Egroup: Genesys Cloud - Main \ view thread
I'm trying something using a button with a Click Action of "Scripter.Invoke Secure Flow" to see if it is possible to use the button to initiate the prompt for the customer to hear with the option selected to "Return After Flow Completion" ------------------------------ Kind regards, Chris Diaper ...

Scripting - the art of the possible

Posted By Chris Diaper 02-06-2025 11:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, I'm just trying to work out the best way of doing something & wondered if anyone had tried anything similar... I am trying to use a Script so that when an Agent receives the Screen-Pop, as well as the information displayed to them, they also have a button which can be used to play the ...

RE: Facebook Integration

Posted By Chris Diaper 01-24-2025 05:28
Found In Egroup: Genesys Cloud - Main \ view thread
Test ------------------------------ --------------------------- Kind regards, Chris Diaper Telephony Engineer Cover-More Group --------------------------- ------------------------------

RE: Facebook Integration

Posted By Chris Diaper 01-24-2025 05:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Cameron, Just to update you. Removed the Facebook Integrations and recreated these this morning followed by successful testing! Thank you for all of your help on this topic. Kind regards, Chris

RE: Facebook Integration

Posted By Chris Diaper 01-23-2025 09:40
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Cameron, I had found that via the Resource Center but appreciate you checking. We have do have multiple pages, but they all have their own separate integrations. I have gathered both network & console logs and a case is open with customer care - thanks again for all of your help. === ...

RE: Facebook Integration

Posted By Chris Diaper 01-23-2025 05:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, so we have reauthenticated the account within Genesys > Message Platform but still the same issue. Is there any published information for our Social / Marketing Team so that can ensure everything is correct on the Facebook / Meta side? ================================ Many thanks, Chris ...

RE: Facebook Integration

Posted By Chris Diaper 01-22-2025 10:30
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Cameron, much appreciated - I have inherited a legacy setup so I will reauthenticate first & test again! ================================ Many thanks, Chris /|\ Telephony Engineer /|\ Cover-More ================================ Original Message: Sent: 01-22-2025 09:43 From: Cameron ...

Facebook Integration

Posted By Chris Diaper 01-22-2025 09:29
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, I have setup Facebook Messenger Integration & I am able to receive messages in Genesys Cloud from Facebook. However, when I try to reply from Genesys back to Facebook, I receive an error message "Error on Delivery" (please see below): Please can anyone provide any advice or suggestions? ...

DSAR requests in Genesys

Posted By Chris Diaper 11-12-2024 09:29
Found In Egroup: Genesys Cloud - Main \ view thread
Hi all, I'm looking for some general recommendations with how to turn around DSARs quicker in Genesys please. We have tried using GDPR & Privacy APIs but this does not seem to speed up the process. The users locating the information often resort to the Workspace > Interactions View to find the information ...

RE: Tempo App

Posted By Chris Diaper 10-23-2024 08:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Kara, did you get any response from Genesys Customer Care regarding this issue? We are facing something similar, permissions are already in place. I was previously able to access the Tempo App without being part of a WFM Management Unit but now I receive the same error message that you have posted. ...