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Ms. Maragatham Sadaiyandi

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Realtime Intent detection and Passing to client owned AI services

Posted By Maragatham Sadaiyandi 03-26-2026 10:44
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
We are exploring a capability to enhance agent assistance through real-time intent detection and contextual knowledge delivery within Genesys. The proposed flow is as follows: Real-Time Intent Identification: Leverage real-time transcription of both agent and customer interactions to identify conversation ...

API to fetch Estimated Wait Time

Posted By Maragatham Sadaiyandi 11-14-2025 05:02
Found In Egroup: PureEngage On-Premises \ view thread
Hi, We have the Agents logged in Amazon Connect and this Agents transfer the call to the Virtual Queue in Genesys based on EWT. 1) Is there an API to fetch the Estimated Wait time of VQ in Genesys from Amazon Connect Flows? 2) Is there any dependencies/security concerns to be taken care. ...

RE: Sample IRD file in xml format

Posted By Maragatham Sadaiyandi 06-20-2025 13:09
Found In Egroup: PureEngage On-Premises \ view thread
Thank you Vitaliy. Let me try with sql queries as you suggested below. Could you also help me with few more sample xml files that uses different Objects. Playing Greeting Msgsà Invoking any 3rd party API's(or any Bot systems)-à Routing to QueueTransaction List look upHOO table lookup This ...

RE: Sample IRD file in xml format

Posted By Maragatham Sadaiyandi 06-19-2025 10:55
Found In Egroup: PureEngage On-Premises \ view thread
Thank you Vitaliy Teryoshin.This really helped me on my optimization process. I am also looking for documentations or steps on bulk exports of all routing data's(Configuration Objects) like Virtual queues, Skills, AG,VAG,Business Attributes,DN,Rp etc.I am not able to do it via GA/GAX. ...

RE: Sample IRD file in xml format

Posted By Maragatham Sadaiyandi 05-27-2025 11:34
Found In Egroup: PureEngage On-Premises \ view thread
Thank you Vitaliy Teryoshin. I don't have an access to IRD now. We are in the due diligence and discovery phase and hence requested for sample files. Could you also help me with Netscript(Routing Script) sample file and help me in understanding where this file will be invoked in IRD and where this ...

RE: Sample IRD file in xml format

Posted By Maragatham Sadaiyandi 05-26-2025 09:48
Found In Egroup: PureEngage On-Premises \ view thread
Thank you Vitaliy Teryoshin. This helps me a lot. Can i also get the sample screenshot of the IRD flow of this subroutine file. I would like to compare the objects with the code to understand how each objects get embedded into the xml at the backend. Eg: how database block , transfer ...

Sample IRD file in xml format

Posted By Maragatham Sadaiyandi 05-23-2025 04:29
Found In Egroup: PureEngage On-Premises \ view thread
I am looking for a sample Genesys Engage IRD file exported in xml format for migration purpose.Would be great if i can get a sample one for reference. #RoutingandOrchestration(ACD/IVR) ------------------------------ Maragatham Sadaiyandi Accenture Solutions Private Limited ----------------- ...

Profanity Filters at User End

Posted By Maragatham Sadaiyandi 03-06-2025 05:15
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
How to mask/ apply filter for the data's entered by User during chat interactions. Any custom solutions. When Customer enters any data based on the regex defined in Digital filter rules,it get masked. But when an agent enters data its not working. How can we apply at user end with any custom ...

Genesys Agent Assist dashboard

Posted By Maragatham Sadaiyandi 02-28-2023 11:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Team, Do we have any updates or tentative release dates for Genesys Agent Assist dashboard. https://help.mypurecloud.com/articles/knowledge-performance-dashboard/ #ConversationalAI(Bots,AgentAssist,etc.) #Reporting/Analytics ------------------------------ Maragatham Sadaiyandi ...

Knowledge Optimizer and Performance Dashboard

Posted By Maragatham Sadaiyandi 02-28-2023 11:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Team, We have few queries related to KB Optimer and perfromance dashboard Optimzer have Agent Assist as touchpoint filter. But Knowledge Performance does not have Agent Assist in dropdown list. But documents implies Self and Assisted service throughout the dashboard.May we can know how ...

RE: Data Actions - WebService - "ACTION.REMOTE_ENDPOINT" error

Posted By Maragatham Sadaiyandi 02-23-2023 10:20
Found In Egroup: Genesys Cloud - Main \ view thread
The above error occurs only when we test the same Data action for Invalid Input. However when we provide valid input we are getting success. eg: valid input : Surname : Maggie - API Success Invalid input : Surname : Magge - API Fails (returning above error while testing in Data Action) ...

Data Actions - WebService - "ACTION.REMOTE_ENDPOINT" error

Posted By Maragatham Sadaiyandi 02-23-2023 08:25
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Team, We are getting below error message from Web Service in Data Action. However getting proper json response in Postman. ( "message": "The request could not be understood by the server due to malformed syntax.", "code": "bad.request", "status": 400, "messageParams": (), "contextId": ...

RE: Agentless Email

Posted By Maragatham Sadaiyandi 02-13-2023 01:13
Found In Egroup: Genesys Cloud - Main \ view thread
Yes i tried from developer tool. Now i tried from Postman with OAuth Client Credentials it worked with Oauth Client Credentails.Thank you Jody and Jan ------------------------------ Maragatham Sadaiyandi Accenture Solutions Private Limited ------------------------------

Agentless Email

Posted By Maragatham Sadaiyandi 02-10-2023 03:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Team We are trying to send an Agentless Email Campaign.We have our Campaign/Agentless domain configured and we are able to send an Email Campaign. When we use same details for Agentless Email it shows below error. Could you please let us know what data is missing/incorrect ( ...

Agent Assist and Call Summary

Hi Team, Could you please suggest the app foundary partners who supports 1. Automatic/manual search of queries/suggestion from Knowledge base for customer during real time 2. Auto and manual note summarization of a call ------------------------------ Maragatham Sadaiyandi Accenture Solutions ...

Genesys Native Agent Assist for Voice and Call Note Summarization

Posted By Maragatham Sadaiyandi 02-02-2023 07:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Sean Rooney Good Day! May we can know the tentative release dates of Genesys Native Agent Assist for Voice and Call Note Summarization. ​ #ConversationalAI(Bots,AgentAssist,etc.) ------------------------------ Maragatham Sadaiyandi Accenture Solutions Private Limited ------------------ ...

Bulk intents upload

Posted By Maragatham Sadaiyandi 01-27-2023 12:15
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Team, Are we able to import bulk new intents/slot in Architect other than intent miner. Are we able to import .yaml file (updating intents manually) back to bot flow.Currently it accepts only .i3BotFlow to import. Is there a way where we can update the .yaml and import it. #ConversationalA ...

RE: Secure Variable in VoiceBot

Posted By Maragatham Sadaiyandi 01-25-2023 11:11
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you @Melissa Bailey. I hope the data captured in bot, setting as content is secure will not get displayed in anywhere like transcripts or in any other reporting/logging.For Collecting customer details like Credit Card this ensures PCI Compliance. Also is there a way to ensure PCI data for the ...

RE: Secure Variable in VoiceBot

Posted By Maragatham Sadaiyandi 01-25-2023 03:20
Found In Egroup: Genesys Cloud - Main \ view thread
No. From Inbound Call --> Botflow and within Bot flow i am using this variable. ------------------------------ Maragatham Sadaiyandi Accenture Solutions Private Limited ------------------------------

Secure Variable in VoiceBot

Posted By Maragatham Sadaiyandi 01-24-2023 02:26
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Team, We are trying to use the slot variable as "Content is secure" as below. But Bot exiting the flow with Exit Reason as Error.InsecureClient. Any idea to use the slots as secure data #ConversationalAI(Bots,AgentAssist,etc.) ------------------------------ Maragatham Sadaiyandi Accenture ...