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Rawat Radhika

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Preferred Agent Callback Reassignment After Timeout

Posted By Rawat Radhika 03-31-2026 04:28
Found In Egroup: Genesys Cloud - Main \ view thread
We are currently using a Data Action–based solution to create Preferred Agent Callbacks. This configuration ensures that when a callback is generated, it is routed exclusively to the customer's designated preferred agent. To achieve this, the callback is initially placed into the "Direct CM" queue, which ...

How we can configure the evaluation so that completed evaluation forms are sent to managers (supervisors) before being released to agents.

Posted By Rawat Radhika 10-16-2025 07:47
Found In Egroup: Workforce Engagement Management \ view thread
Current setup: In our existing Genesys Cloud setup, we have a Quality Management policy in place that governs the evaluation process. As per this configuration: Once a Quality Evaluator completes an evaluation, the form is automatically released to the agent. This release is immediate and ...

Digital Bot Flow- Behaviour Not Accurate

Posted By Rawat Radhika 08-21-2025 04:38
Found In Egroup: Genesys Cloud - Main \ view thread
I am using Reusable Task which is "No Input task" in User Input Settings. When No input given, it triggers "No Input Task" and First Communicate message will appear. But sometime where I have not provided any input it should give me this message first "Do you still need help? I am here to support you" ...

Digital Bot Flow- Behaviour Not Accurate

Posted By Rawat Radhika 08-21-2025 04:37
Found In Library: Genesys Cloud - Main
#ConversationalAI(Bots,AgentAssist,etc.)

In Digital Bot flow where the "Wait for Input" action is used, encountering an Error Event when no input is provided the second time this action is triggered

Posted By Rawat Radhika 08-21-2025 00:45
Found In Egroup: Genesys Cloud - Main \ view thread
In Digital Bot flow, using "Jump to Reusable Task" Under User Input Settings. I have observed one thing about "Wait for input action" wherever I am using this action for 1st time when no input given it triggers the "No input Task (Which is Mapped Under User Input settings)" but 2nd time when no input ...