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Mr. Chris Martin

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RE: New unified navigation experience coming to Genesys Cloud

Posted By Chris Martin 10-06-2025 14:00
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Hi All, I've been reviewing the links at the top of this discussion Are there any additional Job Aide or Visual resources we have to help train Supervisors on this new change? ------------------------------ Chris Martin Genesys Cloud Analyst ------------------------------

RE: New unified navigation experience coming to Genesys Cloud

Posted By Chris Martin 10-03-2025 15:03
Found In Egroup: Genesys Cloud - UI New Features \ view thread
@Zoltan Juricskay : Do you have any information regarding the Genesys app? I'm looking to understand when this change will be forced pushed out to the app. I'm looking gain some more time to control the rollout using the permissions option ------------------------------ Chris Martin ...

RE: Create Email Conversation through API

Posted By Chris Martin 06-05-2025 16:50
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Jim, did anything ever come of the Agentless emails? I'm running a digital campaign with canned responses. Using an Agent script to add contact to the contact list. I really need to get attachments on an email when the agent is on a call. Any chances I've missed something and we can ...

RE: How to identify the operator who answered the interaction in csv

Posted By Chris Martin 02-03-2025 08:48
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Matsumoto, Have you considered using the Skills-Active metric from the interactions report. When we report on this kind of thing we tend to focus on first Agent no the last Agent who answered the call. We us the Active Skills on the call to see if the correct Agent Picked up the call or someone ...

RE: Limit time that an agent is able to transfer a call outbound

Posted By Chris Martin 02-03-2025 08:40
Found In Egroup: Genesys Cloud - Main \ view thread
Alternatively you could do a schedule check before the Transfer to Your Agents. Include the outcome as an input to the script. Then create a script that uses a button to do the transfer for the agents. Create the Button to Only be visible while the Queue is open and Provide Instructions for Agents ...

RE: Google TTS

Posted By Chris Martin 02-03-2025 08:16
Found In Egroup: Genesys Cloud - Main \ view thread
Morning Shauna, Kind of sounds like you might need to open and re-publish the flows. I'd check a couple of things to make sure it all configured correctly first. What is the default TTS engine configure If you create a new flow, does that flow have the correct TTS Engine listed in the ...

RE: Redial Contacts if call did not go out from Dialer

Posted By Chris Martin 01-07-2025 08:42
Found In Egroup: Genesys Cloud - Main \ view thread
Yeah I ran into that too. Some of my rules use the Call Analysis in the condition using the invert clause. i.e. Condition says if CA was Live person (Use the invert, so anything that's not Live Person) Then do Something. Basically set that type of thing up for all the known CAs (Live Person, ...

RE: Topic trend detail csv export

Posted By Chris Martin 01-07-2025 08:37
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Melinda, Excel is always fun. Sounds like you might be running into some issue with the regional setting on your PC. I do a lot in excel an usually I use some string formatting to level set the date in the exports. On export I see a lot of strings and use the Mid() function with something ...

RE: Redial Contacts if call did not go out from Dialer

Posted By Chris Martin 01-06-2025 08:53
Found In Egroup: Genesys Cloud - Main \ view thread
You might try using a Wrap-up Call Rule. Set the conditions to the system disposition you're looking for and setup a callback in the action portion. ------------------------------ Chris Martin Genesys Cloud Analyst ------------------------------

RE: Insights/ Experiences on Genesys Agent Copilot

Posted By Chris Martin 01-06-2025 08:48
Found In Egroup: Genesys Cloud - Main \ view thread
H Anthony, We tried a POC of Copilot last year. Its was good but ultimately did not meet our needs. We ran into issues with the length of the call summary. Long calls = Long Summaries = Additional Downtime(ACW) for our Agents Additionally the lack of support for transferred calls and outbound ...

RE: ININ-OUTBOUND-FAILED-TO-REACH-AGENT

Posted By Chris Martin 11-25-2024 08:13
Found In Egroup: Genesys Cloud - Main \ view thread
FYI, there seems to be a lag on the agent side at times on our system. This results in the Agent not Answering wrap up code and 've resolved some of them by allowing more time on the dialer before considering it's an abandon. For the conversations that don't equal a true abandon, I wonder if the call ...

RE: Scripts

Posted By Chris Martin 11-25-2024 08:10
Found In Egroup: Genesys Cloud - Main \ view thread
Morning Shauna, I've not seen that message in my scripts but I wonder if might have something to do with a lack of communication at the system level with the type of transfer you're doing. I'm assuming you are transferring directly from the script to the external party. In my logic we use a flow to send ...

RE: If we wanted the campaign to only leave a voicemail on the second or third attempt, is there a possibility?

Posted By Chris Martin 11-04-2024 08:12
Found In Egroup: Genesys Cloud - Main \ view thread
We do this all the time. I'm using column in the Contact List to aggregate the number of attempts. Using a pre-call rule to increment it. Setup the campaign to transfer a voicemail to a outbound call flow. In that call flow test for the attempts column = ?? if it's true, play the VM otherwise disconnect ...

RE: Set attached data in callflow and retrieve in in-queue flow

Posted By Chris Martin 04-01-2024 08:37
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Albert, Adding data to the Conversations is pretty easy. If you are in a flow you can use the Set/Get Participant data tool steps to add attributes to the conversation. These can be viewed from the interactions view or from the API to verify its working when you Set the data. ---------- ...

RE: Consult transfer with skill

Posted By Chris Martin 03-25-2024 08:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Paul, is this the Paul Simpson? In our environment I went with the Consult Transfer option in the Script Actions combined with Call Flow that controls our internal extensions. The skills are applied in the call flow and the Script gives the agents the ability to transfer. We went all out ...

RE: Outbound escalation flow

Posted By Chris Martin 03-25-2024 08:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Mihai, Have you considered using a data action in the Campaign Rules to trigger the contact being added to another campaign or maybe just the current campaign? Chris Martin Manager, Genesys Cloud Platform Chris.Martin@ccsmed.com ------------------------------ Chris ...

Canned Responses - Email Signature

Posted By Chris Martin 05-16-2023 11:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi All, Does anyone know if/how to change the Substitutions so that only the first name for the agent is displayed if I use the [[Agent Name]] Option? It seems like the Agent Name or Official Name on the Users Personal Details Section should overwrite whats coming from our Active Directory but I'm ...

Data Action Response Contract Help... plz!

Posted By Chris Martin 10-21-2022 17:23
Found In Egroup: Genesys Cloud - Main \ view thread
Does anyone know how to configure response contact to get elements with a period in their name? i.e addresses.display This is from Genesys API : /api/v2/users/63a41608-e838-46a5-8107-1b5345dbf222 When I configure the Response Contract using this element name "addresses.display" The results of the ...

RE: Survey via Qualtrics

Posted By Chris Martin 06-22-2022 08:11
Found In Egroup: Genesys Cloud - Main \ view thread
That's a great thought. I haven't tried that using Pure Cloud but that's exactly how we did it in Pure Connect. If you get a chance to try that can you let us know how it worked out? ------------------------------ Chris Martin CCS Medical ------------------------------

RE: Outbound digital (email) campaigns - Prevent contacting a previously contacted contact

Posted By Chris Martin 06-10-2022 08:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Luke, I haven't used the Email Campaigns so I'm interested in the answer to this one. Is there not a Contact Callable analog for Email contacts? I know in a Voice Campaign if you leave the contacts in the list over night the restrictions your are talking about to limit the per day contacts and ...