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Brittany Fitzmaurice

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RE: Primary Status vs. Routing Status

Posted By Brittany Fitzmaurice 12-15-2025 17:09
Found In Egroup: Genesys Cloud - Main \ view thread
This means that during that time frame they were not active in a queue, they either disabled it themselves or someone removed them from the queue. ------------------------------ Brittany Fitzmaurice Contact Center Manager ------------------------------

RE: Required Staff - Schedule UI

Posted By Brittany Fitzmaurice 11-21-2025 13:13
Found In Egroup: Workforce Engagement Management \ view thread
I am currently running into this same issue, Did you ever get a response or an alternative solution to this? ------------------------------ Brittany Fitzmaurice Contact Center Manager ------------------------------

RE: Alert Notification - Unknown

Posted By Brittany Fitzmaurice 10-21-2025 17:04
Found In Egroup: Genesys Cloud - Main \ view thread
We have also been having the same issue, it seems to have resolved itself on my end though. ------------------------------ Brittany Fitzmaurice Contact Center Manager ------------------------------

RE: Intraday Monitoring Actual Agents

Posted By Brittany Fitzmaurice 10-15-2025 12:29
Found In Egroup: Workforce Engagement Management \ view thread
When this happens it is because there is an agent that is not closing out Genesys at the end of their shift, therefore they are appearing as 'Available'. You will be able to see who in the Agent Status Reports, whomever has an inflated amount of time in Available that day is the cause of it. ---- ...

RE: Team schedule view for agents

Posted By Brittany Fitzmaurice 10-07-2025 12:05
Found In Egroup: Workforce Engagement Management \ view thread
Hello! I was hoping to know if there are any features to hide certain activity codes for personnel privacy? Ex. FMLA? Update: i was able to find the answer to my question! ------------------------------ Brittany Fitzmaurice Contact Center Manager ------------------------------

RE: Trouble converting hh:mm:ss time from Genesys export to hours in Excel

Posted By Brittany Fitzmaurice 08-13-2025 13:00
Found In Egroup: Genesys Cloud - Main \ view thread
It is best to export as "seconds", divide it by 60 in the next column over for minutes and again for hours. ------------------------------ Brittany Fitzmaurice Contact Center Manager ------------------------------

RE: Q&A Show- Part 1 of 3 Visualization Tools

Posted By Brittany Fitzmaurice 04-22-2025 14:30
Found In Egroup: Genesys Cloud - Main \ view thread
This was wonderful! We are so excited for custom calculations! ------------------------------ Brittany Fitzmaurice Contact Center Manager ------------------------------

RE: New Feature: Agent Timeline View

Posted By Brittany Fitzmaurice 04-10-2025 13:05
Found In Egroup: Genesys Cloud - Main \ view thread
I wanted to add into addition of Joanna's statement: "Resource centre says to use trackpad to scroll horizontally (I had to look this up and even then, struggled) but that assumes everyone is a laptop user. Not intuitive to use trackpad for this function when I have an external mouse for everything. ...

RE: Multi Contextual Panels – Great Idea, but not production-ready yet!

Posted By Brittany Fitzmaurice 03-31-2025 15:04
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Agreed, our contact center requires verification through the left side pane and the 50/50 split just barely fits it all in the screen leaving our agents unable to use this new feature. ------------------------------ Brittany Fitzmaurice Contact Center Manager ------------------------------

RE: Genesys Co-Pilot

Posted By Brittany Fitzmaurice 03-25-2025 12:15
Found In Egroup: Genesys Cloud - Main \ view thread
We are planning to release co-pilot to our agents in a phase approach. Phase 2 is being able to meet with another company via video meeting that has already implemented this feature into their call center. How was the set-up process, tips and tricks to utilizing it? We are a financial institution that ...

RE: Genesys Co-Pilot

Posted By Brittany Fitzmaurice 03-12-2025 18:17
Found In Egroup: Genesys Cloud - Main \ view thread
I am still really hoping for someone to meet with my team and I to discuss the ins and outs of co-pilot as it is apart of our phase to releasing this feature to our agents. If anyone would be willing to do that, my team and i would be so very thankful! :) ------------------------------ Brittany ...

RE: Genesys Co-Pilot

Posted By Brittany Fitzmaurice 03-07-2025 10:32
Found In Egroup: Genesys Cloud - Main \ view thread
I am hoping someone using copilot would be willing to share their screen and give us some more insight on the feature with my team. ------------------------------ Brittany Fitzmaurice Contact Center Manager ------------------------------

RE: Genesys Co-Pilot

Posted By Brittany Fitzmaurice 03-05-2025 17:12
Found In Egroup: Genesys Cloud - Main \ view thread
@Whitney Sandene Thank you so much for your knowledge. This has been very helpful. Would you be interested in setting up a video conference with myself and others on my team to show us how your center engages with co-pilot? We would be so very grateful! You can reach out to me at lressler@soundcu.com ...

RE: Genesys Co-Pilot

Posted By Brittany Fitzmaurice 03-04-2025 16:07
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you so much, I will forward this to my team so we can get in contact! ------------------------------ Brittany Fitzmaurice Contact Center Manager ------------------------------

RE: Genesys Co-Pilot

Posted By Brittany Fitzmaurice 02-20-2025 11:49
Found In Egroup: Genesys Cloud - Main \ view thread
I have discovered the beyond training's i will complete today. Where can i find Matt's video? Specifically we are looking for some insight on implementing the feature and how you were able to introduce it to your contact center agents. Thank you! ------------------------------ Brittany ...

Genesys Co-Pilot

Posted By Brittany Fitzmaurice 02-19-2025 18:14
Found In Egroup: Genesys Cloud - Main \ view thread
Good afternoon! I am looking to connect with anyone who currently uses the co-pilot feature. We are hoping you could spare some time to meet with myself and others from my team to share tips and tricks and show us the ropes. It would be greatly appreciated. Please reach out so we can set something ...

RE: Contest - When will we hit 6k members?

Posted By Brittany Fitzmaurice 01-14-2025 12:30
Found In Egroup: Genesys Cloud - Main \ view thread
My guess is 3/8/2025. ------------------------------ Brittany Fitzmaurice Contact Center Manager ------------------------------