Profile

Mateus Nunes

☑ Fill Out Profile

Contact Details

Social Links

My Content

1 to 20 of 50+ total

RE: AI in Genesys: What are you using today and what's missing?

Posted By Mateus Nunes 05-27-2026 09:49
Found In Egroup: Genesys Cloud - Main \ view thread
We are currently exploring Agentic Virtual Agent capabilities, and I see a lot of potential there. What excites me most is the possibility of going beyond traditional bots that only answer questions, and moving toward AI that can take actions, follow business rules, call APIs, and help solve customer ...

RE: If you could improve one thing in Genesys, what would it be?

Posted By Mateus Nunes 05-22-2026 14:00
Found In Egroup: Certification and Training \ view thread
I would improve reporting flexibility. Genesys Cloud has strong native views, but in some cases it would be helpful to have more freedom to create custom metrics, combine dimensions, and build business-specific dashboards directly in the platform. This would make it easier to connect operational performance ...

RE: What is your favorite food?

Posted By Mateus Nunes 05-22-2026 13:07
Found In Egroup: Genesys Casual \ view thread
My favorite is definitely pizza. I like it so much that I even have a pizza tattoo! 🍕😂 It's one of those foods I could eat every week and never get tired of. ------------------------------ Mateus Nunes CX Manager at Solve4ME mateus.nunes@solve4me.com.br Brazil ------------------------------ ...

RE: What advice would you give to someone who is just starting to work with Genesys?

Posted By Mateus Nunes 05-22-2026 13:06
Found In Egroup: Genesys Casual \ view thread
I would recommend combining real-world scenarios with continuous learning. Studying the fundamentals is essential, but the knowledge becomes much stronger when applied to actual business challenges and customer journeys. This helps beginners understand not only how each feature works, but when and why ...

RE: What's the most interesting project you've worked on using Genesys?

Posted By Mateus Nunes 05-22-2026 13:04
Found In Egroup: Genesys Casual \ view thread
One project that really stands out to me is an Agent Copilot implementation we worked on for a financial services operation. What made it especially interesting was that it was not just about enabling Copilot as a feature, but building a complete adoption strategy around it. We combined knowledge base ...

RE: AI scoring reports

Posted By Mateus Nunes 05-20-2026 09:14
Found In Egroup: Workforce Engagement Management \ view thread
Hi Madicken, I've run into a very similar limitation while working with AI Scoring. From what I've seen, fully automated AI-scored evaluations are still not reflected in the same way as traditional evaluator scores in the agent evaluation reporting experience. This makes it difficult to create a consolidated ...

RE: AI Scoring -- Set-up (Assigning queues to multiple programs?)

Posted By Mateus Nunes 05-19-2026 12:45
Found In Egroup: Workforce Engagement Management \ view thread
Hi Chad, Yes, this is expected behavior. As far as I know, the same queue cannot be assigned to more than one Speech and Text Analytics program at the same time. I've been through a similar scenario when organizing STA programs to apply different evaluation forms and AI Scoring rules by segment. In ...

RE: AI Scoring Accuracy

Posted By Mateus Nunes 05-18-2026 12:58
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Joseph Sutich , Based on the documentation, I would be careful with the idea that AI Scoring "learns" from each correction as if the model were being retrained. What Genesys Cloud does is monitor the historical accuracy of AI-generated answers based on how often human evaluators modify or override ...

RE: Welcome a new member of the community team!!!

Posted By Mateus Nunes 05-18-2026 12:36
Found In Egroup: Genesys Casual \ view thread
Welcome to the Genesys Community team, Ami! ------------------------------ Mateus Nunes CX Manager at Solve4ME mateus.nunes@solve4me.com.br Brazil ------------------------------

RE: May Rockstar...ROCKS HARD!

Posted By Mateus Nunes 05-11-2026 21:32
Found In Egroup: Genesys Casual \ view thread
Parabéns @Kaio Oliveira! ------------------------------ Mateus Nunes CX Manager at Solve4ME mateus.nunes@solve4me.com.br Brazil ------------------------------

Making AI Scoring more transparent and actionable for agent development

Posted By Mateus Nunes 05-11-2026 21:29
Found In Egroup: Workforce Engagement Management \ view thread
Hi everyone, I wanted to share two related ideas I submitted around making Quality Evaluations and AI Scoring more actionable, transparent, and useful for agent development. The first idea is about adding an AI-generated feedback summary field to Quality Evaluation Forms. After an evaluation is ...

RE: Copilot and Wrap ups codes

Posted By Mateus Nunes 05-11-2026 21:16
Found In Egroup: Genesys Casual \ view thread
Hi @Luis Antonio Padilla Yee, Yes, we have used Copilot wrap-up suggestions in production, and one of the biggest lessons learned was that accuracy depends a lot on how clean and well-structured your wrap-up code list is. In our case, we had a scenario with many wrap-up codes, including similar, ...

RE: Let's talk about Agent Copilot

Posted By Mateus Nunes 05-11-2026 21:11
Found In Egroup: Genesys Cloud - Main \ view thread
Great point, @Arthur Pereira Reinoldes. I had a very similar experience in Agent Copilot projects as well. In my view, one of the biggest mistakes is trying to map every possible scenario and create long, highly detailed articles for each one. At first, this seems like a good way to cover the operation, ...

RE: Genesys Xperience On Tour Brazil

Posted By Mateus Nunes 05-08-2026 15:42
Found In Egroup: Genesys Casual \ view thread
Thank you so much, Monica! It was a real pleasure meeting you at the event and having the opportunity to connect in person. I completely agree. Seeing the impact of these initiatives in real customer journeys makes everything even more meaningful. The collaboration between customers, partners, and ...

RE: Turning Empathy/Sentiment insights into coaching actions

Posted By Mateus Nunes 05-08-2026 15:39
Found In Egroup: Genesys Cloud - Main \ view thread
For us, the key is turning sentiment into a management indicator, not just a quality observation. In our CX team, we have a report where we correlate Sentiment x NPS and then segment the results into quartiles. This allows us to identify which groups are performing well, which ones need attention, ...

Genesys Xperience On Tour Brazil

Posted By Mateus Nunes 05-07-2026 19:49
Found In Egroup: Genesys Casual \ view thread
Earlier this week, I had the opportunity to attend Genesys Xperience On Tour Brazil, representing Solve4Me's CX team. It was very special to see real customer cases being shared on the main stage, especially because many of these initiatives are connected to projects where our CX team has been actively ...

Genesys Xperience On Tour Brazil

Posted By Mateus Nunes 05-07-2026 19:48
Found In Library: Genesys Casual
#CoffeeTalk #Events/Contests #General

RE: Connecting external Knowledgebase Into Genesys Cloud

Posted By Mateus Nunes 05-05-2026 21:20
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Dennis, I have been testing the SharePoint Knowledge Source integration recently, and so far it has been working well. In my case, the content is stored in a SharePoint directory and connected to Genesys Cloud through Knowledge Fabric. It has been able to work with different article/document formats, ...

RE: Fun question for today 😄 If Genesys Cloud were a person at a party… what role would it play?

Posted By Mateus Nunes 05-03-2026 19:03
Found In Egroup: Genesys Casual \ view thread
I'd definitely say Genesys Cloud is the DJ 🎧 As someone who loves electronic music, I like the idea of the DJ controlling the vibe of the whole dance floor. In the same way, Genesys Cloud is behind the booth, orchestrating every interaction, reading the "crowd," and making sure each customer ...

RE: May Question of the Month: What's the one thing you wish you had known sooner using Genesys Cloud?

Posted By Mateus Nunes 05-02-2026 22:02
Found In Egroup: Genesys Casual \ view thread
One thing I wish I had known sooner is how valuable it is to understand at least the basics of development when working with Genesys Cloud. Over time, I realized that knowing more about APIs, Data Actions, Triggers, Workflows, integrations, and custom reporting opens up a whole new layer of possibilities. ...