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George Ganahl

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RE: Questions on User Settings Menu UI Changes

Posted By George Ganahl 06-03-2026 17:23
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Hi, Erik, good to see you here. Aha is the official site for updates, but it's not updated week-to-week. Product Managers like Zoltan are pretty good about keeping folks updated on the forums here when asked, but it's a delicate dance...they never know whether a feature will actually be released on ...

RE: If you could improve one thing in Genesys, what would it be?

Posted By George Ganahl 05-22-2026 15:51
Found In Egroup: Certification and Training \ view thread
Just checking...have you experimented with the Custom Calculations feature? ------------------------------ George Ganahl GCCX-AI, GCP, GCD, Maestro Technical Adoption Champion Genesys ------------------------------

RE: Welcome a new member of the community team!!!

Posted By George Ganahl 05-22-2026 10:20
Found In Egroup: Genesys Casual \ view thread
Welcome, Ami! If you have any questions about anything, reach out and I'll find you an answer :-) ------------------------------ George Ganahl GCCX-AI, GCP, GCD, Maestro Technical Adoption Champion Genesys ------------------------------

RE: May Rockstar...ROCKS HARD!

Posted By George Ganahl 05-11-2026 13:59
Found In Egroup: Genesys Casual \ view thread
WooHoo! Way to go, Kaio!!! ------------------------------ George Ganahl GCCX-AI, GCP, GCD, Maestro Technical Adoption Champion Genesys ------------------------------

RE: Winner of Sustainability Trivia Tower Is...

Posted By George Ganahl 05-07-2026 14:27
Found In Egroup: Genesys Casual \ view thread
I have many great memories of my visit to Brazail! I wish I could figure out a way to get sent back there :-) We've come a long way, haven't we? ------------------------------ George Ganahl GCCX-AI, GCP, GCD, Maestro Technical Adoption Champion Genesys ------------------------------

RE: Winner of Sustainability Trivia Tower Is...

Posted By George Ganahl 05-06-2026 17:32
Found In Egroup: Genesys Casual \ view thread
Congrats! ------------------------------ George Ganahl GCCX-AI, GCP, GCD, Maestro Technical Adoption Champion Genesys ------------------------------

RE: What Actually Happens When a Customer Interaction Enters a Queue?

Posted By George Ganahl 05-02-2026 20:16
Found In Egroup: Certification and Training \ view thread
My 2 cents... Note that when a conversation gets transferred to a queue, the In-Queue flow starts running (always for calls, other media types may not have an In Queue flow). That In-Queue flow keeps running until the conversation is Connected to an agent. That means if you have functionality in ...

RE: Happy Earth Day- What "green" activities do you do?

Posted By George Ganahl 04-22-2026 19:17
Found In Egroup: Genesys Casual \ view thread
Participate in Freecycle rather than just trashing stuff. Plus I shop a lot of thrift stores, buy used things rather than continue to pile up new and trash old. ------------------------------ George Ganahl GCCX-AI, GCP, GCD, Maestro Technical Adoption Champion Genesys ----------------------------- ...

RE: Agent Copilot within Genesys-Salesforce CTI Adapter

Posted By George Ganahl 04-09-2026 09:38
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
It sounds like you are saying that for the same user when logging into the Web UI client for Genesys Cloud you do see the copilot button for calls on a queue, but when you are in the Embedded Client in Salesforce the same user with a call on the same queue does not see the Agent Copilot button in the ...

RE: April Question of the Month - Earn a new badge!

Posted By George Ganahl 04-05-2026 18:11
Found In Egroup: Genesys Casual \ view thread
I would say Bothy Band's Fionnghuala A blend of madness and artistry that all comes together beautiofully, somehow ------------------------------ George Ganahl GCCX-AI, GCP, GCD, Maestro Technical Adoption Champion Genesys ------------------------------

RE: March Question of the Month - Favorite Roadmap Feature

Posted By George Ganahl 04-01-2026 09:52
Found In Egroup: Genesys Casual \ view thread
Aye-aye! :-) ------------------------------ George Ganahl GCCX-AI, GCP, GCD, Maestro Technical Adoption Champion Genesys ------------------------------

RE: Certified Customer Experience Professional (CCXP)

Posted By George Ganahl 03-31-2026 17:27
Found In Egroup: Certification and Training \ view thread
I've taken (and passed) the exam twice. It's best to get the latest info on their website to see what's best to prep for the current exam. If you join CXPA you can access the online Community which has a section where people share tips on how to prepare. I went through several books, sample tests, ...

RE: Play Trivia Tower

Posted By George Ganahl 03-31-2026 17:04
Found In Egroup: Genesys Community Trivia Tower \ view thread
Trivia contests come out periodically, Usualy every couple of months or so. You'll see an announcement when one goes live. ------------------------------ George Ganahl GCCX-AI, GCP, GCD, Maestro Technical Adoption Champion Genesys ------------------------------

RE: Two Demos with Two Experts - New Q&A Show Just Dropped!

Posted By George Ganahl 03-26-2026 05:23
Found In Egroup: Genesys Cloud - Main \ view thread
Nicole did say "GA for March" which was meant to be "GA end of March". When I introduce the topic I talk about it being Limited Availability (LA). Sorry for not being clear...it is not yet GA. In the Resource Center article you can see that it's a Feature Coming Soon. https://help.genesys.cloud ...

RE: Audio connector - ElevenLabs

Posted By George Ganahl 03-12-2026 15:06
Found In Egroup: Genesys Cloud - Main \ view thread
The Genesys Agentic Virtual Agent (currently in Limited Availability) does all that and more (especially with Knowledge Fabric and the RAG capabilities there), plus has access to use Data Actions in Genesys Cloud to interact with external systems...it's really slick. ------------------------------ ...

RE: Audio connector - ElevenLabs

Posted By George Ganahl 03-11-2026 10:06
Found In Egroup: Genesys Cloud - Main \ view thread
Got it. ------------------------------ George Ganahl GCCX-AI, GCP, GCD Technical Adoption Champion Genesys ------------------------------

RE: Audio connector - ElevenLabs

Posted By George Ganahl 03-11-2026 09:52
Found In Egroup: Genesys Cloud - Main \ view thread
Just curious...what are you doing in ElevenLabs that cannot be done in Genesys Cloud? ------------------------------ George Ganahl GCCX-AI, GCP, GCD Technical Adoption Champion Genesys ------------------------------

RE: March Question of the Month - Favorite Roadmap Feature

Posted By George Ganahl 03-08-2026 18:07
Found In Egroup: Genesys Casual \ view thread
I count 16 votes for Dark Mode so far... ------------------------------ George Ganahl GCCX-AI, GCP, GCD Technical Adoption Champion Genesys ------------------------------

RE: March Question of the Month - Favorite Roadmap Feature

Posted By George Ganahl 03-08-2026 18:03
Found In Egroup: Genesys Casual \ view thread
...these Dark Mode posts will not end :-) ------------------------------ George Ganahl GCCX-AI, GCP, GCD Technical Adoption Champion Genesys ------------------------------

RE: March Question of the Month - Favorite Roadmap Feature

Posted By George Ganahl 03-08-2026 18:03
Found In Egroup: Genesys Casual \ view thread
and another ------------------------------ George Ganahl GCCX-AI, GCP, GCD Technical Adoption Champion Genesys ------------------------------