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Phaneendra Avatapalli

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RE: Retrieving CurrentCount, Ave Abandon, AveTime from IVR part of the flow

Posted By Phaneendra Avatapalli 03-31-2026 07:13
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Amit, From my understanding, flow metrics only cover the IVR portion so in your example, it would return the 3 minutes spent in IVR, not the queue time. For average IVR time, you can use the tFlow metric via the flows aggregates API (average = sum / count). For IVR abandon, there isn't a native ...

RE: Preferred Agent Callback Reassignment After Timeout

Posted By Phaneendra Avatapalli 03-31-2026 06:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Rawat, Just checking are you currently using an In-Queue Flow on the "Direct CM" queue for these callbacks? Since callbacks are treated as active interactions while waiting, an In-Queue Flow can be used to monitor how long they've been in queue and then trigger a transfer (e.g. after 2 hours) ...

RE: Email from same customer that is currently in call

Posted By Phaneendra Avatapalli 03-31-2026 03:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Mihai, With the Customer Journey view, agents can see past interactions during the call and click directly into the interaction details, which helps access the email interaction much faster without needing to manually search. Hopefully you will find this helpful: https://www.youtube.com/w ...

RE: Auto open Messenger

Posted By Phaneendra Avatapalli 03-30-2026 17:11
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Nicole, Since this isn’t available out of the box, we’ve used Predictive Engagement (Action Maps) to prompt users and drive engagement. Although it doesn’t auto-open the Messenger, but it works well for getting users’ attention. I also came across this idea which looks related more votes might ...

RE: Upcoming Beta! Genesys Cloud Functions

Posted By Phaneendra Avatapalli 03-30-2026 08:59
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hi Richard, Thanks for sharing this really helpful. I was able to successfully configure it, and your reply definitely helped. Using Genesys Cloud Functions worked really well for this, especially since I didn't need to rely on external middleware outside of Genesys. Thought I'd reply here in case ...

RE: Updating External Contacts in an External Organization

Posted By Phaneendra Avatapalli 03-30-2026 08:41
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Mark, Not sure if you're already doing this, but I found that you can include an External ID in the import (for both contacts and external organizations), which is used to identify existing records. If the same External ID is used consistently, Genesys will update/link to the existing record. ...

RE: OAuth settings cannot be saved after installing "CX Cloud from Genesys and Salesforce" on Salesforce

Posted By Phaneendra Avatapalli 03-30-2026 06:56
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Koji, I checked the CX Cloud release notes (including the March 2026 updates), and I couldn't find any reference to OAuth client secret length changes or related fixes: https://help.genesys.cloud/articles/release-notes-for-cx-cloud-from-genesys-and-salesforce/ Since the Test succeeds but Save ...

RE: Bi-directional presence sync Genesys Teams

Posted By Phaneendra Avatapalli 03-30-2026 04:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Maya, Hi, Looking at the blueprints, they seem to be implemented as independent one-way flows, and I couldn't find any reference to running both directions together or handling bi-directional sync. I also came across a couple of AppFoundry solutions that support presence synchronization: ...

RE: Web Services Data Action rejecting JWT login due to text/plain response

Posted By Phaneendra Avatapalli 03-27-2026 10:47
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Found the answer Genesys Cloud Functions https://help.genesys.cloud/articles/about-the-genesys-cloud-function-data-actions-integration/ ------------------------------ Phaneendra Technical Solutions Consultant ------------------------------

RE: Upcoming Beta! Genesys Cloud Functions

Posted By Phaneendra Avatapalli 03-27-2026 10:34
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Thank you Richard ------------------------------ Phaneendra Technical Solutions Consultant ------------------------------

RE: Upcoming Beta! Genesys Cloud Functions

Posted By Phaneendra Avatapalli 03-27-2026 09:03
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hi Richard, Thanks for confirming that Functions are now GA that's great to hear. You mentioned the documentation in your reply, but I don't see a link included. Would you mind sharing it when you get a chance? I'll also review the limitations page as suggested. Appreciate your help. ------ ...

RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

Posted By Phaneendra Avatapalli 03-27-2026 02:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Robert, That's a really great use case - especially leveraging topics for targeted follow-up. I can definitely see how that would be valuable, particularly for scenarios where customer welfare might be at risk. On our side, we're currently sending notifications into Slack via email, but we're ...

RE: Upcoming Beta! Genesys Cloud Functions

Posted By Phaneendra Avatapalli 03-27-2026 00:46
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Dear All, This looks like a very promising capability. Could you please confirm whether Genesys Cloud Functions is still in beta, and if there are any updates on the expected timeline for General Availability (GA)? We're currently working on an integration with BMC Helix where the /api/jwt/login endpoint ...

RE: Web Services Data Action rejecting JWT login due to text/plain response

Posted By Phaneendra Avatapalli 03-26-2026 23:23
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Thanks for the suggestion. Yes, I did try explicitly setting the Accept: application/json header on the auth action. Unfortunately, the /api/jwt/login endpoint still returns the token as text/plain. At this stage, it looks like our options are: Adjust authentication on the BMC side (e.g., enable ...

RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

Posted By Phaneendra Avatapalli 03-26-2026 19:51
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Guru ------------------------------ Phaneendra Technical Solutions Consultant ------------------------------

RE: GCX-GCP Exam Preparation – Is This Enough?

Posted By Phaneendra Avatapalli 03-26-2026 16:09
Found In Egroup: Certification and Training \ view thread
Hi Michael Thanks for the insight that's very helpful. It's good to know the Professional exam is slightly less intense compared to GPE/GPR. I'll aim for >90% across the practice tests before booking the exam and will make sure to review the hands-on labs thoroughly. Appreciate the exam strategy ...

RE: Manually assigning interactions removes agent from ACD list

Posted By Phaneendra Avatapalli 03-26-2026 07:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Vasco, This behaviour is documented here: https://help.genesys.cloud/articles/manually-assign-waiting-interactions/ A few things to consider Use ACD routing for emails instead of manual/self-assignment Review utilisation settings across channels Provide guidance to agents on the impact ...

RE: How to Debug Complex IVR Flows in Genesys Cloud ?

Posted By Phaneendra Avatapalli 03-26-2026 06:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Ragheb, In addition to Jeroen's points, a few things that help when debugging more complex flows: Logs & Data Actions Use the Conversation ID to correlate across flow execution, Data Actions, and interaction details For Data Actions, validate inputs/outputs and check error handling ...

RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

Posted By Phaneendra Avatapalli 03-25-2026 07:41
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Cameron, Thank you, really appreciate it! Also a big thanks to the community. I've been learning a lot from everyone here and it's been a great space for continuous learning and sharing ideas. Looking forward to hearing others' thoughts as well. Cheers, Phaneendra ------------------------------ ...

Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

Posted By Phaneendra Avatapalli 03-25-2026 07:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone, We recently introduced a new approach to proactively identify interactions where customers had a poor experience using Genesys Cloud AI insights. Previously, we didn't have a structured way to detect these interactions automatically and relied more on manual review. What we implemented: ...