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Mr. Mark Whitchurch

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Configure frequency for survey delivery

Posted By Mark Whitchurch 12-16-2025 15:00
Found In Egroup: Genesys Cloud - Main \ view thread
I'm looking for a way to track survey participation and frequency of delivery. For example, if a guest opts into the survey we don't want to present a survey to them for a week, or a month. I cannot find anything that gives a timer on when the last survey was sent and to not send a survey until a specific ...

RE: Using MonthNameShort to generate the month for surveys

Posted By Mark Whitchurch 12-10-2025 18:35
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Jerome- Thank you for bringing that up. I didn't see that until you mentioned it. I will try your solution to see if I can get it to work, but it will have to wait until next year, with other priorities in front of me. Many thanks! Mark ------------------------------ Mark Whitchurch Senior ...

Using MonthNameShort to generate the month for surveys

Posted By Mark Whitchurch 12-05-2025 12:23
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
I'm currently using the following to pull the month, day and year from the interaction data for surveys: ToString(Month(Survey.ConversationStartDateTimeUtc)) + "-" + ToString(Day(Survey.ConversationStartDateTimeUtc)) + "-" + ToString(Year(Survey.ConversationStartDateTimeUtc)) I'm being asked if there ...

RE: Looking how to report on survey statistics

Posted By Mark Whitchurch 10-29-2025 18:17
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks, Sam. I did find much of the info inside the API's. I will also follow that Idea, because it would be helpful within the analytics page to track this kind of data. Much appreciated. ------------------------------ Mark Whitchurch Senior Engineer IHG Hotels & Resorts ------------------------- ...

Looking how to report on survey statistics

Posted By Mark Whitchurch 10-23-2025 17:39
Found In Egroup: Genesys Cloud - Main \ view thread
I'm looking for a way to quantify data from the following questions from the business: 1. How soon after SMS is sent does guest respond? 2. How long after a survey expires does a guest respond (after any expired question during the survey)? 3. At what point in the flow does a guest stop replying, ...

Managing START/STOP SMS Messages

Posted By Mark Whitchurch 10-06-2025 09:37
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
I'm trying to figure out a way to manage a guest's START/STOP messaging when they reply to an SMS. We currently send web surveys via SMS and I notice if I reply STOP on my mobile, I will no longer receive any messages only from that specific number. We want to accomplish a couple of things: When a ...

RE: AI Studio Summary Workbench requires a Language Selection, yet no options available.

Posted By Mark Whitchurch 10-03-2025 12:54
Found In Egroup: Genesys Cloud - Main \ view thread
I was able to take more time to look into the logs before opening a ticket, and it came up with this: ("message":"Unable to perform the requested action. You are missing the following permission(s): [assistants:copilot:view]","code":"missing.permissions","status":403,"contextId":"d7d5db8e-be22-4051 ...

RE: AI Studio Summary Workbench requires a Language Selection, yet no options available.

Posted By Mark Whitchurch 10-02-2025 16:00
Found In Egroup: Genesys Cloud - Main \ view thread
("message":"No authentication bearer token specified in authorization header.","code":"authentication.required","status":401,"contextId":"f1e6274d-0081-4a03-8135-2bbba6a3d4af","details":[],"errors":[]) ------------------------------ Mark Whitchurch Senior Engineer IHG Hotels & Resorts ------------ ...

RE: AI Studio Summary Workbench requires a Language Selection, yet no options available.

Posted By Mark Whitchurch 10-01-2025 13:27
Found In Library: Genesys Cloud - Main

RE: AI Studio Summary Workbench requires a Language Selection, yet no options available.

Posted By Mark Whitchurch 10-01-2025 13:27
Found In Egroup: Genesys Cloud - Main \ view thread
I get a 403 (Forbidden). ------------------------------ Mark Whitchurch Senior Engineer IHG Hotels & Resorts ------------------------------

RE: AI Studio Summary Workbench requires a Language Selection, yet no options available.

Posted By Mark Whitchurch 09-30-2025 11:30
Found In Egroup: Genesys Cloud - Main \ view thread
Working in USW2. ------------------------------ Mark Whitchurch Senior Engineer IHG Hotels & Resorts ------------------------------

RE: AI Studio Summary Workbench requires a Language Selection, yet no options available.

Posted By Mark Whitchurch 09-24-2025 12:00
Found In Egroup: Genesys Cloud - Main \ view thread
I am running into the same issue in Firefox, Chrome (beta and old UI) and the Genesys Cloud Desktop. None of them are presenting a language option when I try to configure a summary. When in the beta UI, however, I do get an error "Failed to fetch languages". I do not see that same error in the old UI. ...

RE: Close or transfer interactions when an agent logs off but still has an open connection

Posted By Mark Whitchurch 08-07-2025 12:21
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Thank you Daniel and Eelco. Which API did you use in the data action? In the trigger we are using the following: presence.presenceDefinition.systemPresence routingStatus.status ------------------------------ Mark Whitchurch Senior Engineer IHG Hotels & Resorts -------------------------- ...

RE: Close or transfer interactions when an agent logs off but still has an open connection

Posted By Mark Whitchurch 08-06-2025 12:22
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
We have the same concerns with agents closing the browser before disconnecting the interactions. We are toying around with possibly using a trigger and workflow, but so far we haven't gotten it to work. ------------------------------ Mark Whitchurch Senior Engineer IHG Hotels & Resorts ---- ...

RE: Canned Response Libraries

Posted By Mark Whitchurch 04-08-2025 13:23
Found In Egroup: Genesys Cloud - Main \ view thread
Are you setting the restriction under each queue? You can restrict which libraries they have access to on a per-queue basis. Contact Center>Queues>Your Queue>Canned Responses>Specific libraries. Apologies. I missed the first part of the question and I can't delete my response. You have already done ...

RE: New Callback Retries Not Working

Posted By Mark Whitchurch 03-28-2025 15:17
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
I just created a callback inside my flow, but it triggers every single time the call isn't answered, so I get persistent calls non-stop until I answer it. This seems like unnecessary work if the trigger is supposed to look at how many retries have already been configured in the queue. Can nobody ...

RE: New Callback Retries Not Working

Posted By Mark Whitchurch 03-28-2025 10:53
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Can you share the documentation that references having to "build retries into the flow by creating a new callback"? I don't recall this being a requirement and assumed by enabling the retry options the system should do it on its own. ------------------------------ Mark Whitchurch Senior Engineer ...

RE: New Callback Retries Not Working

Posted By Mark Whitchurch 03-27-2025 18:57
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
The only documentation I've seen is to enable the 'Retry Attempt Controls' in the queue. I've tried setting the agent 'Available' and then 'On Queue', back and forth many times after the 2-minute timeframe, but I never receive the second callback. I had 'Answering Machine' set to 'Hangup' but then tried ...

New Callback Retries Not Working

Posted By Mark Whitchurch 03-25-2025 17:17
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
My company joined the beta for callback retries, but I am not receiving the second attempt. Has anyone else been able to successfully get this to work? #CustomerCallbacks, #Callbacks, #CallbackFeature, ------------------------------ Mark Whitchurch Senior Engineer IHG Hotels & Resorts - ...

RE: Scheduled callbacks route to agents without skills.

Posted By Mark Whitchurch 03-11-2025 17:36
Found In Egroup: Genesys Cloud - Main \ view thread
We just turned on customer first callback and ended up with a similar problem. At the beginning of the callback flow I ended up having to do a 'Get Participant Data' to pull in the queue variables and their values, which were still attached to the call, in order to get it to the right queue, skill and ...