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Corey Lanier

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RE: Primary Status vs. Routing Status

Posted By Corey Lanier 12-16-2025 10:51
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Stephen, Thanks for the comment. Yes, the details page seems to show the agent "on queue," but it doesn't show them in "idle at this time. This is the only user, and this is the first time I've seen it happen. I wanted to find out why, so we can make sure it doesn't happen again. ------ ...

RE: Primary Status vs. Routing Status

Posted By Corey Lanier 12-16-2025 08:29
Found In Egroup: Genesys Cloud - Main \ view thread
I appreciate the feedback, but I do not believe that is correct. I've tested this, and that is not the same thing I get on myself. I am "on queue," and my routing status is "idle". I have no active queues. I checked the audit logs for the agent from the date, and I couldn't find a record that they were ...

Primary Status vs. Routing Status

Posted By Corey Lanier 12-15-2025 14:52
Found In Egroup: Genesys Cloud - Main \ view thread
Can someone explain how the agent's status could be "on queue" but the routing status is "off queue" at the same time? Does this indicate they didn't have a phone connected or something? #WEM-Quality,WFM,Gamification,etc #Unsure/Other ------------------------------ Corey Lanier Shaw Industries Group, ...

RE: How do you surface different variations of an article?

Posted By Corey Lanier 11-18-2025 16:58
Found In Egroup: Genesys Cloud - Main \ view thread
How are you doing the variable to look for the different variations? ------------------------------ Corey Lanier Shaw Industries Group, Inc. ------------------------------

How do you check the queue for a callback already holding

Posted By Corey Lanier 11-18-2025 16:54
Found In Egroup: Genesys Cloud - Main \ view thread
I had a request from one of our departments that uses callbacks. If there is a callback already holding in the queue that hasn't been answered yet, then I would like to do a check, and then if it is from the same phone number, then don't allow them to leave another callback. I have seen a few different ...

Does Copilot work with email

Posted By Corey Lanier 11-18-2025 15:46
Found In Egroup: Genesys Cloud - Main \ view thread
Can Copilot work with email interactions? I would like to summarize the email that was sent and the email sent back to the customer. Then provide a possible wrap-up code option. Thanks in advance. #AICopilot(Agent,SupervisorAdmin) ------------------------------ Corey Lanier Shaw Industries Group, Inc. ...

How do you surface different variations of an article?

Posted By Corey Lanier 11-18-2025 15:28
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Community, I am trying to create a digital bot that will surface different variations of knowledge depending on the type of customer. So, for example, we ask the customer when they start the conversation if they are a shopping consumer, have already purchased consumer, or a trade professional. Depending ...

RE: Script for Email but want to do a call consult

Posted By Corey Lanier 06-13-2025 16:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hey George, What I would like to do is when an agent is on an email interaction but needs assistance, I want the script to have a button they can use to call a support queue so a supervisor can assist them. They wouldn't actually need to transfer the email to them but just get assistance with maybe ...

Script for Email but want to do a call consult

Posted By Corey Lanier 06-12-2025 14:17
Found In Egroup: Genesys Cloud - Main \ view thread
I have a script that is used for both inbound calls and emails. I have created buttons in the script so that if the agent encounters an issue they are unsure how to resolve, they can click the script button and make a call to someone with more expertise. The consult transfer is going as Interpolated ...

RE: Messenger configuration - sender Name/number not showing to Agent

Posted By Corey Lanier 06-05-2025 09:58
Found In Egroup: Genesys Cloud - Main \ view thread
I have a similiar issue where it is not showing the customer the Agent's name on the website. I have turned on the Humanize toggle in the Deployment and set up Agent Name in their profile. Is there something else I need to do to pass the agent's name to the customer? ------------------------------ ...

RE: Retain data from one in-queue flow to another

Posted By Corey Lanier 05-22-2025 08:48
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you all for your input. I got this working now. I appreciate the help. ------------------------------ Corey Lanier Shaw Industries Group, Inc. ------------------------------

RE: Retain data from one in-queue flow to another

Posted By Corey Lanier 05-21-2025 15:14
Found In Egroup: Genesys Cloud - Main \ view thread
Is that what you mean? Still not bringing it over. ------------------------------ Corey Lanier Shaw Industries Group, Inc. ------------------------------

RE: Retain data from one in-queue flow to another

Posted By Corey Lanier 05-21-2025 14:42
Found In Egroup: Genesys Cloud - Main \ view thread
I have not changed anything in the first picture but did make the change you suggested to my Get Participant Data and I still do not get any results. I tried to write Get Participant the way you described it will not accept that. ------------------------------ Corey Lanier Shaw Industries ...

RE: Retain data from one in-queue flow to another

Posted By Corey Lanier 05-21-2025 12:49
Found In Egroup: Genesys Cloud - Main \ view thread
This is once I have transferred to an In-Queue Flow and no one has answered I am then transferring to another queue with a different In-Queue Flow. All that works as it should. But once I get to my 2nd In-Queue structure I am doing a Get Participant Data to find the group and it errors out and does not ...

RE: Retain data from one in-queue flow to another

Posted By Corey Lanier 05-21-2025 11:50
Found In Egroup: Genesys Cloud - Main \ view thread
In my Inbound Call Flow, I am doing an Update Participant Data (Flow.Group) and Set Participant Data (Flow.Group) based on the queue. It does this part correctly. When I go to my In-Queue Flow and do Get Participant Data to try and retrieve that group, it doesn't like that so it makes me put it in as ...

Retain data from one in-queue flow to another

Posted By Corey Lanier 05-19-2025 09:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Community, I have a call flow that gives the customer 5 team options and transfers to ACD with an In-Queue Structure "A." This consists of hold messages and music until the customer is prompted to see if they would like to go to the team voicemail or speak to a different team. If they select ...

RE: We want your feedback on Coaching & Learning in Genesys Cloud!

Posted By Corey Lanier 04-09-2025 09:13
Found In Egroup: Workforce Engagement Management \ view thread
Hey Paul, We would be interested in providing feedback. We are using both coaching and learning. Thanks, ------------------------------ Corey Lanier Shaw Industries Group, Inc. ------------------------------

RE: Email Address Data Table Lookup

Posted By Corey Lanier 03-06-2025 08:55
Found In Egroup: Genesys Cloud - Main \ view thread
There was a hidden space at the end of my queue name. This fixed it. Thanks so much for the assistance. ------------------------------ Corey Lanier Shaw Industries Group, Inc. ------------------------------

RE: Email Address Data Table Lookup

Posted By Corey Lanier 03-05-2025 16:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Cam, thanks for your input. I read some other posts that suggested this as well. When I put that in, it takes me down the not found path. Any other suggestions? ------------------------------ Corey Lanier Shaw Industries Group, Inc. ------------------------------

RE: Email Address Data Table Lookup

Posted By Corey Lanier 03-05-2025 15:09
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you both for the information. Zubair, the loop is something I will need to look into adding after I get the flow working. I am still getting an error. It is like I can identify the queue, but it can't send it there. ------------------------------ Corey Lanier Shaw Industries ...