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Anthony Romero

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Genesys DX Community Closure

Posted By Anthony Romero 07-05-2024 13:48
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Greetings, We've had a good run. As the Genesys DX solution (formerly Bold360) has reached its end-of-life, we are now in the process of closing down the Genesys DX community in the following weeks. For those who have adopted Genesys Cloud CX, if you have any questions related to the service ...

RE: Guidance on Data Extraction

Posted By Anthony Romero 02-09-2024 14:22
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Peter, Sorry for the delay, was gathering details on this. From talking with the team first I will attest to this being confusing. Essentially, it's a bitmask. So, you need to look at the number in binary to get something like 1011110011 for 755 and then those kind of map to the visibility ...

RE: Guidance on Data Extraction

Posted By Anthony Romero 02-02-2024 10:36
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Peter, Sorry for the delay. Slightly stumped as can't determine why the system-generated labels wouldn't come over in the export since they're labels just the same. Asking around if someone might know the answer here. ------------------------------ Anthony Romero Genesys - Employees ...

Guidance on Data Extraction

Posted By Anthony Romero 01-29-2024 13:23
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
As you transition off Genesys DX, you may need to extract data such as knowledge articles, canned responses, chat transcripts, visitor data or reporting from the platform. We strongly recommend you utilize the Genesys DX (Bold360) API's to extract the data you need to retain. Data extraction requirements ...

RE: manage email queues

Posted By Anthony Romero 01-04-2024 12:44
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Greetings Breno, There are settings you can use to control how that functions. It's detailed here under #6, listed as optional: https://dx.genesys.com/GenesysDX/Platform-agent/2350034111/Set-up-an-email-account.htm Specifically the "Maintain email thread ownership on new mails" setting ...

RE: Genesys DX (Bold360) EOL and EOS Announcement

Posted By Anthony Romero 12-19-2023 13:58
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Tim, The official end of life date is still January 31st. While after that date the platform will still be accessible, functionality may be impacted. There is a chance that there might be no disruption in service, but we are expecting things like reporting to be impacted along with certain functions ...

RE: Genesys DX (Bold360) EOL and EOS Announcement

Posted By Anthony Romero 12-18-2023 19:05
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi everyone, Wanted to note that this post has been updated. Genesys DX is still set to end-of-life early next year, but the shutdown date is now March 1st, 2024, with it totally being shutdown by March 4th, 2024. In addition, the opening post also includes mention of extracting necessary data ...

RE: Reporting question for Bold chat.

Posted By Anthony Romero 10-24-2023 16:40
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Heather, I asked the team on this. The easiest way to do this would be via the APIs. You can run getInactiveChats to get the closed chat history (per chat folder) for a given period. In that data there will be a field for "SurveyNPS" which will have the score. The identifying data of the chat ...

RE: Bold360 Agent API 'runReport' - How to Specify Multiple Groupings

Posted By Anthony Romero 09-13-2023 14:39
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Nicole, I checked with the team on this, and they weren't able to come up with an immediate answer. I'd open a support ticket on this (https://genesyspartner.force.com/customercare/GenesysCommunityLogin) so someone could directly assist you with this. ------------------------------ ...

RE: CX synonym equivalency

Posted By Anthony Romero 09-08-2023 11:55
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Arianna, You should be good without adding all the misspellings and plural/singular variants. That said, some dramatic misspellings might not get caught. The good news is there is a tool called Knowledge Optimizer (similar to Voices for DX/Bold360) and can catch these if they are frequent ...

RE: Thumbs up/down on Bold chat AI.

Posted By Anthony Romero 06-14-2023 10:41
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Heather, In addition to what Richard said, here is an article that talks about Instant Feedback, which does cover some of the basics and how to disable it as well: https://dx.genesys.com/AI-Console/AITouchpoints/AI-Floating-Widget/2350024381/How-can-I-enable-instant-feedback.htm -- ...

RE: EOL Future Planning Frustrations

Posted By Anthony Romero 04-26-2023 23:59
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Nicole, We are all really sorry to hear of your frustrations and dissatisfaction, which has been shared. We've followed up and your account team will be reaching out to you directly to address you concerns. ------------------------------ Anthony Romero Genesys - Employees --------- ...

RE: Introduce Yourself! (Get Points for the Contest!)

Posted By Anthony Romero 04-12-2023 18:25
Found In Egroup: Welcome Community \ view thread
Hey everyone! Name is Anthony Romero and feels like I've been active on the community for as long as I have been a Genesys employee (it's not quite that long, but does feel like it). About me: I'm a product marketing director for digital at Genesys, with a focus on the channel aspect of digital ...

RE: Genesys DX (Bold360) EOL and EOS Announcement

Posted By Anthony Romero 03-30-2023 10:54
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Great question on getting your hands on a demo version to test. I would recommend reaching out to your customer success manager on this topic to see what can be arranged. We do have a North America program for a demo version of Genesys Cloud CX, called GCXNow, but this will likely be more voice ...

RE: Chatbot sanboxed iframe

Posted By Anthony Romero 03-08-2023 15:16
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Tanmoy, You should be able to point the iframe to whatever page you're hosting the widget on. Please report back if that isn't working. ------------------------------ Anthony Romero Genesys - Employees ------------------------------

RE: Architecture

Posted By Anthony Romero 02-16-2023 16:46
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Pradeep, What kind of diagram are you looking for? Something related to knowledge? Workflow from customer to agent? ------------------------------ Anthony Romero Genesys - Employees ------------------------------

RE: BC360 email fonts

Posted By Anthony Romero 01-09-2023 10:36
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Heather, Are they using work only computers? As there are ways to disable fonts from carrying over on copy and paste, although these are universal to all applications. The settings on Macs, for example, are under Apple menu > System Preferences > Keyboard. Another more "life hack" way is to ...

RE: DX Resource Center

Posted By Anthony Romero 01-09-2023 10:30
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Sureshkumar! Well you are in a good place already for asking stray questions here or there. In addition, have you seen the DX support center? That's located here: https://dx.genesys.com/ There are also these eLearning courses as part of Beyond that are all focused on DX: https://beyond ...

RE: BC360 email fonts

Posted By Anthony Romero 01-04-2023 12:49
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Hi Heather, Sadly there isn't a way to adjust the font for the email portion of the platform. Is the issue that when you paste text from an outside source that it inherits the font type? ------------------------------ Anthony Romero Genesys - Employees ------------------------------

RE: Articles muets / Suppression d'articles

Posted By Anthony Romero 12-15-2022 12:47
Found In Egroup: Genesys DX (formerly Bold360) \ view thread
Bonjour Adrien, Je fais passer cela via Google Translate. Toutes mes excuses pour tout ce qui est mélangé. Premièrement : les articles masqués ne se suppriment pas automatiquement après un certain temps. Ils resteront muets. Deuxièmement : nativement, il n'y a aucun moyen d'entrer et de voir ...