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Marc Moynan

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Preview Dialer - ability to block manual calls

Posted By Marc Moynan 09-25-2023 14:31
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, We currently use Preview Dialer on some Outbound campaigns and Manual for others. We'd like to know if it is possible to set up an agent to only be able to dial from the Preview Dialer? Basically we want to block an agent's ability to make or receive calls outside of Preview Dialer. ...

Ability to activate/deactivate queues for a specific agent

Posted By Marc Moynan 08-05-2021 10:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Is there a way to remove the ability for a SPECIFIC agent to activate/deactivate the queues they should be working while leaving other agents with the capability to activate/deactivate the queues they are working that day? Thanks, Marc #Unsure/Other ------------------------------ Marc ...

RE: Missing Queues Summary stats

Posted By Marc Moynan 04-20-2021 13:29
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for your response. Unfortunately, I still have the same issue and tried the same on another computer. I think I'll open a ticket. Marc ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc ------------------------------

Missing Queues Summary stats

Posted By Marc Moynan 04-20-2021 10:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Anyone missing the summary stats at the top of the queues performance? It has been like this for a few weeks. Do we need to open a ticket to have this restored? Any comments appreciated. Marc #Reporting/Analytics ------------------------------ Marc Moynan Canadian Dealer Lease ...

RE: Missing Answer/Decline button - UI

Posted By Marc Moynan 06-04-2020 09:29
Found In Egroup: Genesys Cloud - Main \ view thread
Daniel, Our case seems to have been resolved with the same reason given. Cloud is working normally now. Thanks for posting. Marc ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc ------------------------------

RE: Missing Answer/Decline button - UI

Posted By Marc Moynan 06-03-2020 08:29
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for everyone who's mentioned having this issue. Our case has been escalated to the engineering team. So it's probably not a bad idea to open a case if you're having similar issue. Marc ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc -------------------- ...

Missing Answer/Decline button - UI

Posted By Marc Moynan 06-02-2020 11:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, Since yesterday, to various degrees of severity, both our Inbound and Outbound agents are unable to place calls or accept an incoming call since there's no "Answer/Decline" button. I've opened a ticket but there's no ETA on resolution. If you are having this problem and found a temporary solution, ...

RE: Performance/Agents tab missing data

Posted By Marc Moynan 04-17-2020 16:44
Found In Egroup: Genesys Cloud - Main \ view thread
It's working now. Thank you, Marc ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc ------------------------------

Performance/Agents tab missing data

Posted By Marc Moynan 04-17-2020 11:22
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I'm wondering if others are experiencing the same situation. I usually export the agents performance on a daily basis as csv. However, since yesterday, there's missing data. Is this a Cloud issue? #Reporting/Analytics ------------------------------ Marc Moynan Canadian Dealer Lease ...

RE: Incorrect dates on exported csv file

Posted By Marc Moynan 04-14-2020 19:38
Found In Egroup: Genesys Cloud - Main \ view thread
Paulo, Thanks so much! It works perfectly. I adjusted my computer settings as you suggested. Best regards, Marc ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc ------------------------------

Incorrect dates on exported csv file

Posted By Marc Moynan 04-14-2020 16:31
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I'm looking to understand what I need to do to export agent performance data in a proper Date format. The example below shows the year 2003. Also, when I download load the data, the dates are sometimes General or Custom format. Why the inconsistency? Finally, can anyone point to a source that ...

RE: Genesys Cloud Weekly Release Notes - 3/18/2020

Posted By Marc Moynan 03-19-2020 10:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, We noticed the same. ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc ------------------------------

RE: Disconnect Reason - Interaction Details Page

Posted By Marc Moynan 11-27-2019 09:05
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks Tomas. ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc ------------------------------

Disconnect Reason - Interaction Details Page

Posted By Marc Moynan 11-26-2019 13:13
Found In Library: Genesys Cloud - Main
#Reporting/Analytics #Unsure/Other

Disconnect Reason - Interaction Details Page

Posted By Marc Moynan 11-26-2019 13:13
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, How can I quickly assess who hung up first on an interaction? It's a little confusing. Thank you, Marc #Reporting/Analytics #Unsure/Other ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc ------------------------------

RE: Random issues, are you having the same?

Posted By Marc Moynan 10-31-2019 11:51
Found In Egroup: Genesys Cloud - Main \ view thread
We are also having similar issues. It's intermittent and affect some agents randomly. - Unable to transfer calls - Unable to hang up - "The request to hang up the call failed" - Unable to do Consult transfers ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc --- ...

RE: Export data in Queues Performance view not working if using Division as filter

Posted By Marc Moynan 08-22-2019 11:18
Found In Egroup: Genesys Cloud - Main \ view thread
Juha, We have the same issue - we've opened a ticket. Marc ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc ------------------------------

RE: Permissions required for externally logging in?

Posted By Marc Moynan 06-12-2019 08:30
Found In Egroup: Genesys Cloud - Main \ view thread
Anthony, Thank you very much! Marc ------------------------------ Marc Moynan Canadian Dealer Lease Services Inc ------------------------------

RE: Permissions required for externally logging in?

Posted By Marc Moynan 06-12-2019 08:20
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Anthony, Yes, I was referring to outside of the workplace. For example, would an agent be able to login at the workplace, slip out of work 1 hour early, and then logout from their phone or computer at home at their scheduled shift end time? So, I was wondering if we could limit the ability to ...

Permissions required for externally logging in?

Posted By Marc Moynan 06-10-2019 08:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, I am not able to find the info on permissions for externally logging into PureCloud2. My question is who can login externally from a phone or other computer? Administrators, Managers, agents? Is there a way to limit access / permissions for logging in from external sources? We want to prevent ...