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Mr. Jonathan Nolan

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On Hold Music from 3rd Party

Posted By Jonathan Nolan 04-03-2026 12:50
Found In Egroup: AppFoundry: The Genesys Marketplace Experience \ view thread
I've been looking for a 3rd party integration for several customers to provide MOH and things such as local weather, etc. Anyone come across an integration that can do that? ------------------------------ Jonathan Nolan President ------------------------------

RE: Retrieving CurrentCount, Ave Abandon, AveTime from IVR part of the flow

Posted By Jonathan Nolan 04-01-2026 14:45
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
In Genesys Cloud, flow analytics is intended to represent the IVR / Architect portion of the interaction, not the queue portion. So if a call spends 3 minutes in IVR and then 2 minutes in queue, the flow metrics would reflect the 3 minutes in IVR, while the queue-related time would be reflected elsewhere ...

RE: Introduce Yourself! (New for 2026)

Posted By Jonathan Nolan 04-01-2026 13:31
Found In Egroup: Welcome Community \ view thread
My name is Jonathan Nolan, and I'm the owner of DCX, a consulting firm focused on cloud telephony, contact center strategy, and customer experience transformation. We work with organizations that are looking to modernize their communications environment, improve operational performance, and create better ...

RE: 🚀 Automate Workflows with Triggers Based on Topics, Sentiment & Empathy

Posted By Jonathan Nolan 09-29-2025 15:33
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Jason!! I'm trying to learn this piece of it so appreciate the help. One last thing, was is the expression for the Notification Body of the Send Email? ------------------------------ Jonathan Nolan President ------------------------------

RE: 🚀 Automate Workflows with Triggers Based on Topics, Sentiment & Empathy

Posted By Jonathan Nolan 09-29-2025 13:40
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Anik, I understand that. But, in trying to follow along with the video, you don't show us the expressions, highlighted in green. That is what I'm looking to get. ------------------------------ Jonathan Nolan President ------------------------------

RE: 🚀 Automate Workflows with Triggers Based on Topics, Sentiment & Empathy

Posted By Jonathan Nolan 09-26-2025 16:29
Found In Egroup: Genesys Cloud - Main \ view thread
Hello @Anik Dey, just looking for the formulas in the highlighted sections in the screenshot. Thank you! ------------------------------ Jonathan Nolan President ------------------------------

RE: 🚀 Automate Workflows with Triggers Based on Topics, Sentiment & Empathy

Posted By Jonathan Nolan 09-22-2025 13:29
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Anik, Thank you for those. I have been on those and got that for the email response. But what I'm talking about, which I do not see on those pages, is the content of the below highlighted: ------------------------------ Jonathan Nolan President ------------------------ ...

RE: 🚀 Automate Workflows with Triggers Based on Topics, Sentiment & Empathy

Posted By Jonathan Nolan 09-22-2025 13:00
Found In Egroup: Genesys Cloud - Main \ view thread
Hey George! Yes, I am. I apologize for not making it more clear in my original response. Thank you! ------------------------------ Jonathan Nolan President ------------------------------

RE: 🚀 Automate Workflows with Triggers Based on Topics, Sentiment & Empathy

Posted By Jonathan Nolan 09-22-2025 10:42
Found In Egroup: Genesys Cloud - Main \ view thread
In following along with this, are you able to provide screenshots of the complete expressions within the modules? It would be helpful so that I can perform the same type to make sure I'm not missing anything. Thank you! ------------------------------ Jonathan Nolan President ---------------- ...