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Robert Wakefield-Carl

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RE: What was your favorite moment of 2025?

Posted By Robert Wakefield-Carl 12-18-2025 11:17
Found In Egroup: Genesys Casual \ view thread
My son entered medical school in July after graduating from Point Loma University. He paid for his 4 years in college with scholarships and work, and now also med school himself through hard work, good grades, and beneficial relationships. He is the first person in our family in 4 generations to ever ...

RE: New UI / Security TLS updates Polycom Phones ACD Call Failures

Posted By Robert Wakefield-Carl 12-11-2025 14:22
Found In Egroup: Genesys Cloud - Main \ view thread
So, the new certificate for Genesys is mainly for SSO and SSO encryption. You would add new certs under the Telephony section. I show the current ININ certificate is until 2030. Have you loaded a new cert for the phones yet in that section? Genesys removed support for 1.1, so for support of TLS 1.2/1.3, ...

RE: Email interaction live monitoring and transcription

Posted By Robert Wakefield-Carl 12-10-2025 19:49
Found In Egroup: Genesys Cloud - Main \ view thread
Looking more into this. The idea says delivered. Reading further: Note: Email being async in nature, monitoring is limited to being able to view ongoing interactions from either the Interactions View or the Agent View. In addition, Queue Activity and Performance will show how many emails are in queue ...

RE: Email interaction live monitoring and transcription

Posted By Robert Wakefield-Carl 12-10-2025 17:20
Found In Egroup: Genesys Cloud - Main \ view thread
Live monitoring of Email is available. It was this idea: Digital - Email: Supervisory Email | Genesys Cloud Ideas Portal Live monitoring of an agent's screen is coming: Live screen monitor agent desktop | Genesys Cloud Ideas Portal and is slated for Q2 (May 11, 2026 now) There is also a new feature ...

RE: Feedback Wanted: Your Experience with Virtual Supervisor (AI Scoring)

Posted By Robert Wakefield-Carl 12-06-2025 21:04
Found In Egroup: Workforce Engagement Management \ view thread
AI Scoring is great, but we need to be able to have more than 3 answers. Most clients are looking to have 5 or 6 answers for many of their questions. Also, there needs to be a way to provide prompts for each of the answers, especially when all you have is something like all the time, sometimes, not at ...

RE: Reporting on emails

Posted By Robert Wakefield-Carl 12-01-2025 12:37
Found In Egroup: Genesys Cloud - Main \ view thread
My preference is to have a schedule check at the top of the Email flow and if after hours, send to another queue that holds the emails. The In-queue flow has another schedule check every 10 minutes and if open, then transfers the emails back to either the Email flow or to the email queue. That way, you ...

RE: 2 different email address goes to same inbound email flow and I want to maintain the email address when replying back.

Posted By Robert Wakefield-Carl 11-25-2025 23:22
Found In Egroup: Genesys Cloud - Main \ view thread
There is an idea called "Select From Email" that should be considered that will allow this. Here is where you can vote: https://genesyscloud.ideas.aha.io/ideas/CEEMAIL-I-324 and look at. It is in development and there are some resource articles referencing it. GA is slated for 1/12/26 ---------- ...

RE: On a voice call would like to use script button to trigger a email

Posted By Robert Wakefield-Carl 11-25-2025 23:05
Found In Egroup: Genesys Cloud - Main \ view thread
I would have a button that goes to a Complaint Page in the script. On there, you should have fields that the agent can fill out quickly and then a button for Send. This will run a data action to send an agentless Email through the API using the fields they filled out on the script page. LMK if you need ...

RE: Create a option 1 and option 2 in a SMS Messaging flow, should I use a bot or a Decision action?

Posted By Robert Wakefield-Carl 11-25-2025 18:05
Found In Egroup: Genesys Cloud - Main \ view thread
Either one would work. Option A will have bot charges. Option B will not. This is well suited for the messaging flow with a collect input. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com https://www.ttecDigital.com ht ...

RE: "What's on your mind" missing from profile

Posted By Robert Wakefield-Carl 11-24-2025 16:44
Found In Egroup: Genesys Cloud - Main \ view thread
Must be a permission thing. I tried my ORG in Edge and Chrome and saw it, but I do see that on my ORG I have Directory:User:Edit and I don't have that on the other ORG where it is missing. Try adding that permission. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - ...

RE: "What's on your mind" missing from profile

Posted By Robert Wakefield-Carl 11-24-2025 13:29
Found In Egroup: Genesys Cloud - Main \ view thread
Are you talking about this box on the profile page from the user icon in the upper right? ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com https://www.ttecDigital.com https://RobertWC.Blogspot.com -------------------- ...

RE: Any way to stop MONITORING of calls that have been transferred to external party

Posted By Robert Wakefield-Carl 11-23-2025 21:49
Found In Egroup: Genesys Cloud - Main \ view thread
Jason is correct. That toggle should stop all recording and monitoring as soon as the agent disconnects from the call. To further ensure privacy, it's advised to enable "Release Link Transfer (RLT)" so the Genesys Cloud platform fully relinquishes the call, making monitoring impossible. ---------- ...

RE: Setting up a pre-recorded message to play to customers for every call back calls.

Posted By Robert Wakefield-Carl 11-23-2025 21:46
Found In Egroup: Genesys Cloud - Main \ view thread
The Agent Greeting is now in GA and due out in the next couple of weeks. It should be available for outbound and inbound ACD calls - not DID calls unless you use Direct Routing. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com ...

RE: ListPicker change button label "Get Started"

Posted By Robert Wakefield-Carl 11-23-2025 21:43
Found In Egroup: Genesys Cloud - Main \ view thread
Good question. I could find no way to change this. @Sanoj George or @Adam Gyebnar, you two have any information about this? ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com https://www.ttecDigital.com https://RobertWC.Blogspot.com ...

RE: Agentless Email API fails to send a body with expression variable

Posted By Robert Wakefield-Carl 11-23-2025 21:28
Found In Egroup: Genesys Cloud - Main \ view thread
Yes, anytime you try to use special characters, you usually need to prefix with the \. You can find more about this here: https://help.mypurecloud.com/articles/use-string-literals-expressions/ ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Ro ...

RE: SSML Tags and Voice Bot Flows - Configuration without errors but not working as expected.

Posted By Robert Wakefield-Carl 11-23-2025 21:22
Found In Egroup: Genesys Cloud - Main \ view thread
This has been discussed a lot. Here are some links: Genesys Cloud - Main - Genesys SSML within a Bot Flow | Genesys Cloud - Main ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com https://www.ttecDigital.com https:// ...

RE: Filtering Skill Groups by DNIS

Posted By Robert Wakefield-Carl 11-18-2025 23:19
Found In Egroup: Genesys Cloud - Main \ view thread
My choice is to use a Data Table that has the DNIS as the key and a column for the skills. In your flow, do a table lookup and retrieve the skills into a collection. Then loop through the string collection and find the skill GUID and add to a skill collection. Then in he ACD transfer, you can use it ...

RE: Genesys Outbound List Manager

Posted By Robert Wakefield-Carl 11-06-2025 08:50
Found In Egroup: Genesys Cloud - Main \ view thread
I would approach this from two angles. First, I would use a Pre-call rule against an API to check if the positions are filled and if so, mark the contact as uncallable. Yes, it will run through the remaining 90 numbers, but not call them. Second, you could consider using the Business Outcome Success ...

RE: Agents cannot answer first call of the day.

Posted By Robert Wakefield-Carl 11-03-2025 19:03
Found In Egroup: Genesys Cloud - Main \ view thread
Here is the idea: https://genesyscloud.ideas.aha.io/ideas/TEL-I-446 It is slated to go live on 11/17 It is in limited availability now, so you can open a CARE ticket to add to your ORG. ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Rober ...

RE: Bonus Question - Let us know what you think of the Community's new look!

Posted By Robert Wakefield-Carl 11-03-2025 06:17
Found In Egroup: Genesys Casual \ view thread
This might bring up memories: ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation Architects Robert.WC@ttecdigital.com https://www.ttecDigital.com https://RobertWC.Blogspot.com ------------------------------