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Anna Kirkup

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RE: New Genesys UI

Posted By Anna Kirkup 11-04-2025 07:07
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you for the reply. ------------------------------ Anna Kirkup na ------------------------------

New Genesys UI

Posted By Anna Kirkup 11-03-2025 15:29
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, Is there a way to customize the User Directory view by creating favorites? Now, when you choose the department, you view a list of everyone within the department instead of being able to view only the agents/users needed. The old view allowed this. Thank you, Anna Kirkup #Unsure/Other ...

RE: "Alert - No Answer" when "Auto Answer" is turned "ON"

Posted By Anna Kirkup 07-03-2025 09:52
Found In Egroup: Genesys Cloud - Main \ view thread
We are experiencing the same issue. I have now instructed the agents to do a On Demand log capture when it happens. I have a case with Genesys Case #0003791408. We have ruled out network issues causing this. It happens to all agents periodically. It happens in the office and remote. It happens when the ...

Co-Browse transactions not disconnecting

Posted By Anna Kirkup 05-23-2025 10:18
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We are having issues with numerous agents where they have initiated a co-browse session and the interaction does not disconnect until hours later. Some interactions need to be disconnected by the supervisor and some interactions show connected for hours even though the agent is actively taking ...

RE: Managing agents in a queue to prioritize who gets calls

Posted By Anna Kirkup 04-17-2025 12:50
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you for your reply. I need to add that we are trying to do this for direct from queue transfers which will bypass the skill tagging. ------------------------------ Anna Kirkup na ------------------------------

RE: Managing agents in a queue to prioritize who gets calls

Posted By Anna Kirkup 04-17-2025 12:47
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you so much for all of the replies. ------------------------------ Anna Kirkup na ------------------------------

Managing agents in a queue to prioritize who gets calls

Posted By Anna Kirkup 04-16-2025 07:55
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning, We have a queue with less than 10 agents. We have tier 1, tier 2 and tier 3. I am trying to figure out the best way to route calls to tier 1 first, then tier 2, then if no one picks up tier 3 before it goes to voicemail. This is a helpdesk queue where most of the calls are transferred ...

RE: Add Sortable Date Column to Architect Flow Lists

Posted By Anna Kirkup 12-12-2024 07:10
Found In Egroup: Genesys Cloud - Main \ view thread
Voted ------------------------------ Anna Kirkup na ------------------------------

RE: QOTM - What is THE BEST Vinyl/CD/Audio Tape of ALL TIME!!

Posted By Anna Kirkup 08-30-2024 08:29
Found In Egroup: Genesys Casual \ view thread
AC/DC Back In Black never grows old and always rocks. ------------------------------ Anna Kirkup Tower Hill Insurance Group, Inc. ------------------------------