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Dan Fontaine

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RE: Schedules/Schedule Groups

Posted By Dan Fontaine 06-18-2025 09:12
Found In Egroup: Genesys Cloud - Main \ view thread
From https://developer.genesys.cloud/organization/organization/limits#analytics schedulegroups.max = The maximum number of Architect schedule groups for an organization = 10000 schedules.max = The maximum number of Architect schedules for an organization = 10000 ------------------------------ ...

RE: Array value as output in Data Action

Posted By Dan Fontaine 05-13-2025 10:40
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
When I did this in a Script, I had to create a Data Action to use the Genesys Cloud API to get all the rows in a Data Table so that I could create a drop-down list in a Script. The Data Table held the Keys and Values needed to create a drop-down list. Where the Keys were displayed as the options in the ...

RE: Creating a collections variable using a loop reading a data table

Posted By Dan Fontaine 05-12-2025 17:34
Found In Egroup: Genesys Cloud - Main \ view thread
When I did this in a Script - I think you are working in Architect - I had to create a Data Action to use the Genesys Cloud API to get all the rows in a table. In the script, you can run the data action on load and assign the arrays that are an output of the Data Action to a list of strings variable. ...

RE: Which R&A Roadmap Feature Excites You Most?

Posted By Dan Fontaine 03-28-2025 09:18
Found In Egroup: Genesys Cloud - Main \ view thread
Custom Calculations! Big time saver potentially for Operations! ------------------------------ Dan Fontaine C1 ------------------------------

RE: Genesys Dialog Engine Bot

Posted By Dan Fontaine 03-25-2025 14:44
Found In Egroup: Genesys Cloud - Main \ view thread
This article will answer your question: https://help.mypurecloud.com/articles/genesys-dialog-engine-bot-flows-and-genesys-digital-bot-flows-pricing/ ------------------------------ Dan Fontaine C1 ------------------------------

RE: Agent Call Drops/Disconnections | Recover Call Solution

Posted By Dan Fontaine 10-16-2024 09:11
Found In Egroup: Genesys Cloud - Main \ view thread
I would like to see the flows and data actions. Sounds like an elegant solution. ------------------------------ Dan Fontaine C1 ------------------------------

RE: Sentiment Counts from Transcripts for an Agent do not Match Sentiment Counts on Agent Performance View

Posted By Dan Fontaine 10-14-2024 10:55
Found In Egroup: Workforce Engagement Management \ view thread
Closing the loop: From Genesys Support: An issue was found with interactions that had consult transfers, where certain items were not getting attributed correctly. This issue was resolved late last week. So going forward, the Sentiment counts should match. Thanks! ------------------------------ ...

RE: October Rockstar Levels Up the Community!

Posted By Dan Fontaine 10-09-2024 14:34
Found In Egroup: Genesys Casual \ view thread
Maybe @Natalie Nobles got inspired by my avatar? Thank you! It is a privilege and an honor! ------------------------------ Dan Fontaine C1 ------------------------------

RE: Default PCV Location

Posted By Dan Fontaine 09-24-2024 11:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I have had experience with this. The Genesys Team explained that the problem is that you cannot use that address (the default GCV address) with e911, so it will not show as verified. And, yes, the verification changed after I attempted to edit it. The solution is to purchase a DID through ...

RE: Setting up SMS for a queue

Posted By Dan Fontaine 08-30-2024 15:02
Found In Egroup: Genesys Cloud - Main \ view thread
If the original setup was not recent, do you know if you have completed the registration process that is required? Please see: https://help.mypurecloud.com/articles/genesys-cloud-support-of-10dlc-10-digit-long-code/ ------------------------------ Dan Fontaine C1 ------------------ ...

RE: Sentiment Counts from Transcripts for an Agent do not Match Sentiment Counts on Agent Performance View

Posted By Dan Fontaine 08-22-2024 11:37
Found In Egroup: Workforce Engagement Management \ view thread
I did open a ticket with Support. They are looking into it. Agent Detail Shows 26 Conversations and the sentiment counts: Support provided data from the API that is used in the Performance View. However, their API result only had 23 conversations for the day so I have asked them about that. ...

Sentiment Counts from Transcripts for an Agent do not Match Sentiment Counts on Agent Performance View

Posted By Dan Fontaine 08-09-2024 16:04
Found In Egroup: Workforce Engagement Management \ view thread
I want to determine Customer Sentiment statistics by day and interval for individual and groups of Agents. To do this, I added Sentiment Instances, Positive Instances, and Negative Instances counts to the Agent Performance View. To see these stats for one agent for a particular day, I filter for ...

RE: Add SMS Capabilities to an existing DID Number

Posted By Dan Fontaine 03-04-2024 17:11
Found In Egroup: Genesys Cloud - Main \ view thread
If this is a Genesys Cloud Voice number, you may be able to use both for voice and SMS. Please see: https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=4f14d3f4-5c83-4bf0-a15d-45d979a0fae6&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4 ------------------------------ ...

RE: Surve.url inside a Survey Footer

Posted By Dan Fontaine 03-04-2024 09:02
Found In Egroup: Genesys Cloud - Main \ view thread
Because SMS is text-based you will not be able to use HTML in text / SMS messages so you will not be able to do that. ------------------------------ Dan Fontaine C1 ------------------------------

RE: Substitution in canned response - format as a link

Posted By Dan Fontaine 02-29-2024 14:55
Found In Egroup: Genesys Cloud - Main \ view thread
Perhaps this Community Post will help: https://community.genesys.com/discussion/surveurl-inside-a-survey-footer#bm4294ed7f-a89a-4ace-8c36-018dd80ace57 ------------------------------ Dan Fontaine C1 ------------------------------

RE: Genesys Cloud ACD Web Chat v1.0 Deprecation June 30 2024

Posted By Dan Fontaine 02-26-2024 14:48
Found In Egroup: Genesys Cloud - Main \ view thread
What will happen if an Organization continues to use ACD Web Chat v1 after the deprecation? Will the APIs and chat continue to work? ------------------------------ Dan Fontaine C1 ------------------------------

RE: Surve.url inside a Survey Footer

Posted By Dan Fontaine 02-23-2024 17:37
Found In Egroup: Genesys Cloud - Main \ view thread
One way to accomplish this is to add an Update Data step in your Survey Invite Flow to create the HTML that you want to use. Click Me or where "some URL" above will be the Web Survey URL. Before your Get Response step, add an Update Data Step: The Update Data statement ...

RE: Surve.url inside a Survey Footer

Posted By Dan Fontaine 02-23-2024 11:02
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Tim, Not sure I understand where you are embedding the Survey.URL. You said that it is in the survey response. Do you mean the survey invite email? ------------------------------ Dan Fontaine C1 ------------------------------

RE: Genesys Cloud Hybrid Media Group...Is NOT Hybrid

Posted By Dan Fontaine 09-05-2023 13:28
Found In Egroup: Genesys Cloud - Main \ view thread
This may sound counterintuitive but did you "add" BYOC - Premise to your Organization as part of the process? We have been finding that some Premise Organizatons, that were activated awhile back and are now converting to Hybrid, need to add BYOC Premise even though they are already Premise-based. ...

RE: Can't select a "Bot Flow" im my Message Flow in Architect

Posted By Dan Fontaine 06-28-2023 09:22
Found In Egroup: Genesys Cloud - Main \ view thread
The "no bot flow reference" means that you haven't selected a bot and bot version. That's all that that message means. I tried to recreate your error and was not able to do it. What happens when you are in your Inbound Message Flow and you select the Call Bot Flow tool (like you have done in ...