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Stephan Taljaard

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RE: Time Off Requests - Activity Codes

Posted By Stephan Taljaard 12-18-2025 02:43
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Diana I found this on the Ideas portal, I would recommend that you perhaps vote on this idea as well - https://genesyscloud.ideas.aha.io/ideas/WEM-I-449 https://genesyscloud.ideas.aha.io/ideas/WESCH-I-634 Regards Stephan ------------------------------ Stephan Taljaard EMBEDIT s.r.o ...

RE: Time Off Requests - Activity Codes

Posted By Stephan Taljaard 12-18-2025 02:40
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Diana According to my understanding and this arcticle in resource center, an agent can only select an activity code mapped to time off activity - https://help.mypurecloud.com/articles/about-time-off-requests/ ------------------------------ Stephan Taljaard EMBEDIT s.r.o ------- ...

RE: What was your favorite moment of 2025?

Posted By Stephan Taljaard 12-17-2025 11:19
Found In Egroup: Genesys Casual \ view thread
Hi Nicole My favorite moment from this year was a trip my wife and I took to France, where we had the opportunity to stay in Saint-Jean-d'Aulps. From having our first snowboarding session, good food, and just being able to spend quality time with friends and family. A real highlight for me in 2025. ...

RE: AI Insights enabled globally instead of selected queues

Posted By Stephan Taljaard 12-17-2025 11:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Dianne This is noted. And just to confirm, you dont have Copilot, agent assist, or virtual supervisor enabled perhaps? These are the only options I can think of at the moment. Also looking at the resource center and documentation, these are mentioned oftern. Not sure if someone else ...

RE: AI Insights enabled globally instead of selected queues

Posted By Stephan Taljaard 12-17-2025 09:40
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Dianne According to my understanding, only queues and flows assigned in the program will be selected for the insights and summary - https://help.mypurecloud.com/faqs/how-is-ai-summary-and-insights-enabled/ Do you perhaps have any flows selected in the program? ------------------------------ ...

RE: Agent Greeting - Inbound vs Outbound

Posted By Stephan Taljaard 12-17-2025 08:56
Found In Egroup: Genesys Cloud - Main \ view thread
Some additional info regarding the feature https://genesyscloud.ideas.aha.io/ideas/INB-I-986 https://help.mypurecloud.com/announcements/agent-greetings-for-acd-voice-calls/#:~:text=In%20a%20future%20release%2C%20Genesys,with%20support%20for%20multiple%20languages. ------------------------------ ...

RE: Agent Greeting - Inbound vs Outbound

Posted By Stephan Taljaard 12-17-2025 08:52
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Jacqueline I am not sure if there is a way to disable or remove the option for outbound agent greeting. You can however only upload or recording an "inbound" recording under the agent greeting which will only play on inbound calls for the specific queue. I tested it on my side where I ...

RE: Configure frequency for survey delivery

Posted By Stephan Taljaard 12-17-2025 03:44
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Mark I found the following on the Ideas Portal - https://genesyscloud.ideas.aha.io/ideas/CESVY-I-32 Not sure if there is a workaround to get the required results. Regards Stephan ------------------------------ Stephan Taljaard EMBEDIT s.r.o ------------------------------

RE: In-Queue Callback Flow – Call Goes on Hold and Enters Loop

Posted By Stephan Taljaard 12-16-2025 09:30
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Muiz I found the following chats on the community where similar topics where discussed. Perhaps have a look at these examples and see if there is anything that can https://community.genesys.com/discussion/propose-a-callback-to-the-caller-during-hold-music https://community.ge ...

RE: Primary Status vs. Routing Status

Posted By Stephan Taljaard 12-16-2025 09:03
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Corey Did you try compare this with the Agent Status Detail workspace to see if it matches? I tested on my side by removing my phone and still going on queue, routing status remains idea. According to the developer site, this is the breakdown regarding routing status htt ...

RE: Get participant does not obtain data when moving from a Message Flow to a Common Flow.

Posted By Stephan Taljaard 12-16-2025 08:18
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Manual Just to confirm, this does not happen with every single interaction, correct? I found the following 2 discussions on the community where similar issues where discussed. https://community.genesys.com/discussion/participant-data-not-updating-when-transferring-to-a-new-fl ...

RE: Unable to View Billing Split by Business Unit

Posted By Stephan Taljaard 12-16-2025 07:19
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Praveen This was also added and is currently in development for next year - https://genesyscloud.ideas.aha.io/ideas/OP-I-448 Regards Stephan ------------------------------ Stephan Taljaard EMBEDIT s.r.o ------------------------------

RE: Unable to View Billing Split by Business Unit

Posted By Stephan Taljaard 12-16-2025 07:17
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Praveen We had a similar request and I was unable to find a solution that provides all the relevant information. I found this idea on the "Ideas Portal" - https://genesyscloud.ideas.aha.io/ideas/OP-I-691. Would recommend that you perhaps vote on this as well. Will leave it open to ...

RE: Agent Greetings

Posted By Stephan Taljaard 12-16-2025 05:52
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jeroen Very strange indeed. Just its working well now for you. Have a nice day. ------------------------------ Stephan Taljaard NA ------------------------------

RE: Is there a way to schedule call daily for health check

Posted By Stephan Taljaard 12-16-2025 04:42
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Anush I found the following on AppFoundry, not sure if this might be something that can assist with your request. https://appfoundry.mypurecloud.com/filter/genesyscloud/listing/5050177f-90a2-413e-814d-f44886dc5dc8 Regards Stephan ------------------------------ Stephan Taljaard ...

RE: Agent Greetings

Posted By Stephan Taljaard 12-15-2025 11:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Jeroen That is very strange. When you click play under "Available Greetings" on the agents settings, does it play and change the language to Dutch? Regards Stephan ------------------------------ Stephan Taljaard NA ------------------------------

RE: Agent Greetings

Posted By Stephan Taljaard 12-15-2025 09:36
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Jeroen I made a test call now on my side and was able to hear the agent greeting on the manual outbound call via the queue. Just to confirm, you did the recording on the agent side and selected Dutch before making the recording? On my first test I recorded a Dutch greeting but forgot to change ...

RE: Menu - No input and invalid input

Posted By Stephan Taljaard 12-12-2025 09:46
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Dinesh Firstly, I would like to confirm that this is for a inbound call flow and not bot flow, correct. For inbound call flow, I would recommend looking at the "Collect Input" action in the call flow - https://help.mypurecloud.com/articles/collect-digits-data-action/ Not sure ...

RE: Topics and Interactions

Posted By Stephan Taljaard 12-12-2025 02:35
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Hannah You should be able to use the "Utterance History" where you can view specific utterance and the conversation for that utterance. Unfortunately the history on this view is only available for the last 10 days. https://help.mypurecloud.com/articles/view-utterance-history/ ...

RE: Detecting Queues with Calls where there are not agents assigned

Posted By Stephan Taljaard 12-10-2025 08:00
Found In Egroup: Genesys Cloud - Main \ view thread
Good Day Amit I found this in the community - https://community.genesys.com/discussion/raise-an-alarm-if-call-is-queued-in-a-queue-with-no-agents where there is mention of an Idea logged for this - https://genesyscloud.ideas.aha.io/ideas/DARAR-I-1717 Perhaps you can look at the Alerts in the ...