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Richard Chandler

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RE: Masking Customer Number

Posted By Richard Chandler 01-29-2026 10:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Just a note that with BYOC Cloud you can still mask or obfuscate the ANI with a Cloud SBC and convert the number to a non-dialable unique number that can still be used to tie up interactions. However my idea below has been merged and is under PM review. You should comment or vote on the second ...

RE: Inability to view Media Tier version of Cloud Based Edges

Posted By Richard Chandler 01-29-2026 02:34
Found In Egroup: Genesys Cloud - Main \ view thread
Hi both, As per the 19th January release notes this feature was removed to only show Physical Edge devices. This is due to Cloud Media really being more complex than what is displayed and cases raised for increased that are not relevant. Administrators can now view only BYOC Premises Edge devices ...

RE: College Football Playoff Brackets Now OPEN!

Posted By Richard Chandler 01-26-2026 02:40
Found In Egroup: Genesys Casual \ view thread
Well done Chris and Indiana. My pick was Oklahoma who went out in the first round. ------------------------------ Richard Chandler Connect ------------------------------

RE: Request for Information: Direct Web Survey URL Generation API

Posted By Richard Chandler 01-23-2026 15:06
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Nick You need to use the GET /api/v2/quality/forms/surveys to get the contextid for a survey or GET /api/v2/quality/forms/surveys/(formId) It appears two ideas were merged and likely needs a new idea specifically without a conversation. However this is possible using a workflow or other ...

RE: AI Summaries

Posted By Richard Chandler 01-23-2026 11:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Kevin, Simple answer is No. This is an Interaction Level Summary rather than an Agent Level summary so it can't be edited by the agent as they may not have full view of the conversation amongst Virtual Agents and multiple human agents. ------------------------------ Richard Chandler Connect ...

RE: Request for Information: Direct Web Survey URL Generation API

Posted By Richard Chandler 01-23-2026 11:06
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi Balaji, It's POST /api/v2/quality/surveys If you go to the API Explorer you will find the API with the documentation. The body is like that below and then you will get a survey URL in the response. ( "conversationId": "XXXX", "surveyFormContextId": "XXXX", "agentId": "XXXX", "queueId": ...

RE: Documentation for Survey API Release 19th January

Posted By Richard Chandler 01-23-2026 05:49
Found In Egroup: Workforce Engagement Management \ view thread
Hi Neil, Post Flow Action in Architect Message Flows is due next week so you'll be able to use that. In my case I wanted to create a survey without an agent so created a workflow that managed the end to end process. ------------------------------ Richard Chandler Connect ------------------- ...

RE: Documentation for Survey API Release 19th January

Posted By Richard Chandler 01-23-2026 03:11
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Neil, I also saw an email this morning. Would have been helpful to have that with the release notes. ------------------------------ Richard Chandler Connect ------------------------------

RE: Now available: Quality Evaluation Question-level APIs

Posted By Richard Chandler 01-22-2026 03:32
Found In Egroup: Workforce Engagement Management \ view thread
Hi Jose, This is great but it seems to be missing the actual API being used. Only the existing POST /api/v2/analytics/evaluations/aggregates/query seems to be available in API Explorer which does not have any documentation for these items. ------------------------------ Richard Chandler Connect ...

RE: Documentation for improved Evaluation Aggregates API - 19th Jan Release notes

Posted By Richard Chandler 01-22-2026 03:16
Found In Egroup: Workforce Engagement Management \ view thread
Looks like the detail is in the post linked below. https://community.genesys.com/discussion/now-available-quality-evaluation-question-level-apis#bm535bb9af-90dd-4604-8ec5-f8a78688c19f ------------------------------ Richard Chandler Connect ------------------------------

Documentation for Survey API Release 19th January

Posted By Richard Chandler 01-21-2026 06:09
Found In Egroup: Workforce Engagement Management \ view thread
Has anyone seen documentation on this new API? I can't see anything in the API Explorer or preview APIs. The resource center seems to be broken at the moment with lots of Page Not Found messages. A number of users are referencing in the idea that they can't find any information. https://genesysc ...

Documentation for improved Evaluation Aggregates API - 19th Jan Release notes

Posted By Richard Chandler 01-21-2026 06:03
Found In Egroup: Workforce Engagement Management \ view thread
There seems to be missing documentation on the improvements to the Evaluations Aggregates API, whether this is the existing API or a new one. I have an org in South Korea so the latest changes are already available. There do seem to be some hiccups on the new resource centre links so could be there ...

RE: Trivia Tower WINNER for Genesys Feature Rewind Announced!

Posted By Richard Chandler 01-20-2026 01:46
Found In Egroup: Genesys Casual \ view thread
I should also add a very well done to @Anand Gangappa. Looking back through the questions I have a good idea of what I missed and one that surprised me. ------------------------------ Richard Chandler Connect ------------------------------

RE: Question - AI Summary Generation in case of call transfers

Posted By Richard Chandler 01-19-2026 17:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Suyog, Summaries for Consult Transfers is rolling out this week. I would review and retest once this has rolled out to your region. "Administrators can now enable AI-generated summaries for consult transfers in Agent Copilot. This feature ensures that after a consult transfer, both the original ...

RE: Trivia Tower WINNER for Genesys Feature Rewind Announced!

Posted By Richard Chandler 01-19-2026 17:39
Found In Egroup: Genesys Casual \ view thread
Wowsers! I shows I can do slightly better religiously reading release notes every week versus any idea on college football. Thanks Nicole and a really interesting quiz. ------------------------------ Richard Chandler Connect ------------------------------

RE: Fan Favorite Genesys Cloud Feature of 2025! (Enter and Win)

Posted By Richard Chandler 01-15-2026 04:19
Found In Egroup: Genesys Cloud - Main \ view thread
So many to choose from. Whilst I think there are honorable mentions such as Guides, AI Evaluations and even the new UI which I'm getting accustomed to after nearly 10 years using the old one and recalling the previous "big change" was just moving from blue to grey. So the one for me with the biggest ...

RE: January Question of the Month - Goals for 2026?

Posted By Richard Chandler 01-09-2026 02:44
Found In Egroup: Genesys Casual \ view thread
So my resolution is still to have our extension by the end of the year. Frustrating but we are a step closer. Unfortunately we waited until this December for the roofing to be done due to lack of roofers. Now though wiring is being put in and internal walls are being put up. We now have the most ...

RE: Click-to-Dial from a Customers Web Site

Posted By Richard Chandler 01-09-2026 02:37
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Martin, You can vote on the below for Click to Call direct from Web. The other option coming soon is WhatsApp inbound voice calling (targeted for this month) which relying on data or wifi would amount to a similar end. https://genesyscloud.ideas.aha.io/ideas/INB-I-1187 ------------------------------ ...

RE: Agent Checklists

Posted By Richard Chandler 01-08-2026 08:58
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Richard, The name of the item and the help text are used for each item. The NLU in Agent Copilot is just used to trigger the checklist to open. There are not any outputs at present but the initial benefit meaning an agent does not need a sticky note or reference docs to remind them what ...

RE: Agent Checklists

Posted By Richard Chandler 01-08-2026 07:43
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Richard, Each item on the checklist has an option of No Automation or AI Checking. No Automation means manual tick by agent and AI means it will attempt to tick when the appropriate phrases are said. The agent can still untick items. ------------------------------ Richard Chandler Connect ...