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Caleb Koehler

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RE: Does Supervisor Copilot AI Insights Use Tokens If Agent Copilot Is Already Enabled?

Posted By Caleb Koehler 03-25-2026 09:50
Found In Egroup: Genesys Cloud - Main \ view thread
This helps me plenty, appreciate the response Phaneendra! ------------------------------ Caleb Koehler SYSTEM AND DEVELOPMENT ANALYST 1 ------------------------------

RE: Does Supervisor Copilot AI Insights Use Tokens If Agent Copilot Is Already Enabled?

Posted By Caleb Koehler 03-24-2026 10:44
Found In Egroup: Genesys Cloud - Main \ view thread
I wanted to follow up with a clarification on how token consumption works, specifically regarding this line: "AI Summary and Insights: 50 AI summaries/insights per token." Do summaries generate automatically for every interaction, or does a summary only count against our usage when someone actually ...

RE: Gamaification broken following browser update

Posted By Caleb Koehler 03-18-2026 13:38
Found In Egroup: Genesys Cloud - Main \ view thread
As I've mentioned before-and will probably keep mentioning-it would be incredibly helpful if Genesys consistently used the Status page they direct us to whenever there's a known issue. We've been on Genesys for over a year now, and very rarely do we see any of the "known issues" actually reflected there, ...

RE: Gamaification broken following browser update

Posted By Caleb Koehler 03-18-2026 12:45
Found In Egroup: Genesys Cloud - Main \ view thread
Just wanted to send an update on our side of things - Looks like Microsoft Edge came out with a new version, and our gamification is working now. ------------------------------ Caleb Koehler SYSTEM AND DEVELOPMENT ANALYST 1 ------------------------------

RE: Score Card & Leaderboards Not Showing

Posted By Caleb Koehler 03-17-2026 16:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, If you use Chrome or Edge for your browser, they released an update causing an issue with Genesys gamification. You can find more information on this thread: https://community.genesys.com/discussion/gamaification-broken-following-browser-update ------------------------------ Caleb Koehler ...

RE: Gamaification broken following browser update

Posted By Caleb Koehler 03-16-2026 13:28
Found In Egroup: Genesys Cloud - Main \ view thread
We did not update our browser - as far as I am aware, however we are also experiencing the same issue. Nothing on their status page, but Genesys never updates that. ------------------------------ Caleb Koehler SYSTEM AND DEVELOPMENT ANALYST 1 ------------------------------

RE: Is it possible to disable ability to conference calls?

Posted By Caleb Koehler 03-04-2026 16:20
Found In Egroup: Genesys Cloud - Main \ view thread
Here's the Idea you are probably looking for. Idea: https://genesyscloud.ideas.aha.io/ideas/CEV-I-630 ------------------------------ Caleb Koehler SYSTEM AND DEVELOPMENT ANALYST 1 ------------------------------

RE: Question about answers in the community forum

Posted By Caleb Koehler 03-04-2026 16:09
Found In Egroup: Genesys Casual \ view thread
Hello, I've found going to your profile (click on your photo in the top right corner) will take you where I believe you need to go. Once you're on your profile, click "My list of Contributions" ------------------------------ Caleb Koehler SYSTEM AND DEVELOPMENT ANALYST 1 --------- ...

RE: Genesys Copilot summary could not be generated error messages

Posted By Caleb Koehler 03-03-2026 15:57
Found In Egroup: Genesys Cloud - Main \ view thread
I do have a follow‑up question: if this was a known issue, why wasn't it posted on the Genesys Cloud Status page? We're always directed to check that page, but it feels like at least half the time, known issues don't appear there. Is there some criteria for which outages or incidents get posted, ...

Advocacy Store

Posted By Caleb Koehler 03-03-2026 15:28
Found In Egroup: Genesys Casual \ view thread
Hello, Does anyone know how often the Advocacy Store restocks or adds new items? I'm finally looking to redeem some points, but most of the items I'm interested in are out of stock-and the remaining apparel is mostly women's clothing, which isn't really a fit for me.😂 Thanks for ...

RE: Genesys Copilot summary could not be generated error messages

Posted By Caleb Koehler 03-03-2026 14:13
Found In Egroup: Genesys Cloud - Main \ view thread
Our organization also had the same issue briefly (US West region), and we submitted a ticket although since then the summaries have been working again it seems for us. ------------------------------ Caleb Koehler SYSTEM AND DEVELOPMENT ANALYST 1 ------------------------------

RE: COMMUNITY AWARDS are ANNOUNCED!!!

Posted By Caleb Koehler 01-30-2026 12:28
Found In Egroup: Genesys Casual \ view thread
Haha, thanks everyone, really unexpected! I guess I didn't realize I had so many questions. 😂 ------------------------------ Caleb Koehler SYSTEM AND DEVELOPMENT ANALYST 1 ------------------------------ ...

RE: New unified navigation experience coming to Genesys Cloud

Posted By Caleb Koehler 09-26-2025 11:10
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Hello Not sure if this has been brought up yet, however I have some feedback on the new UI regarding the location of the "List View" Picture of old UI below: Our agents who work emails from our organization end up "parking" these emails to work later when they are busy doing other things ...

RE: Multipanel Update - "Focus Mode" Starting Monday 7/28

Posted By Caleb Koehler 07-25-2025 13:45
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Our organization also received the 'Call to Action for Multipanel Workspace' email. Our org already has adopted the Multipanel feature. Our question is with this update, are they going to be terminating the split screen option? ------------------------------ Caleb Koehler SYSTEM AND DEVELOPMENT ...

RE: Alias field in Personal Details

Posted By Caleb Koehler 07-15-2025 11:58
Found In Egroup: Genesys Cloud - Main \ view thread
Everything is working again for our organization. Thank you! ------------------------------ Caleb Koehler SYSTEM AND DEVELOPMENT ANALYST 1 ------------------------------

RE: Alias field in Personal Details

Posted By Caleb Koehler 07-10-2025 17:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, Is there any update to this? Our organization is still not able to update the agent field. Thanks. ------------------------------ Caleb Koehler SYSTEM AMD DEVELOPMENT ANALYST 1 ------------------------------

RE: Beta: Policy Based Station-Side Call Recording

Posted By Caleb Koehler 07-02-2025 11:30
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Hello, Is this still planned to roll out next week (July 7th)? ------------------------------ Caleb Koehler SYSTEM AMD DEVELOPMENT ANALYST 1 ------------------------------

RE: New unified navigation experience coming to Genesys Cloud

Posted By Caleb Koehler 06-24-2025 14:47
Found In Egroup: Genesys Cloud - UI New Features \ view thread
Is there going to be a dark mode option? ------------------------------ Caleb Koehler SYSTEM AMD DEVELOPMENT ANALYST 1 ------------------------------

RE: Agent Copilot - Article Confidence

Posted By Caleb Koehler 06-12-2025 13:26
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you, Sam. Appreciate the quick reply! ------------------------------ Caleb Koehler SYSTEM AMD DEVELOPMENT ANALYST 1 ------------------------------

Agent Copilot - Article Confidence

Posted By Caleb Koehler 06-12-2025 12:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, We are currently in the process of introducing Agent Copilot to our center and had a question about feedback the agents can provide with articles that populate based off what the customer conversation. In the old Agent Assist, the thumbs up/thumbs down feedback provided ...