Is there a way to change which voice after call survey is presented to the customer? Example: Inbound call goes through IVR flow and Survey is marked for aftercall Call gets transferred to another business (agent to agent) I want to present the 2nd businesses survey not the first. #Routing(ACD/IVR) ...

Adding Summary to Wrap notes

Posted By Nick Argeson 03-10-2026 14:40
Found In Egroup: Genesys Cloud - Developer Community! \ view thread

I am trying to get the call summary from GET /api/v2/conversations/$(input.conversationid)/summaries and then use an ACW trigger to leverage the PATCH /api/v2/conversations/calls/(conversationId)/participants/(participantId) to take the call summary and update the wrap up notes. When I do this, ...

API to get Emails with attachements

Posted By Nick Argeson 03-04-2026 08:18
Found In Egroup: Genesys Cloud - Developer Community! \ view thread

Hello all, I was asked to find all emails that have had an attachment from a specific queue. I dont see any filters or columns in the Genesys UI. Are there any APIs that I can leverage to get a list of Interaction IDs that had attachments? #DataActions #PlatformAPI ------------------------------ ...

Release Automated agent scoring evaluations

Posted By Nick Argeson 02-11-2026 08:42
Found In Egroup: Genesys Cloud - Main \ view thread

I have been testing the Automated agent scoring using programs. I found that the evaluation do not release and its difficult to report on it. Is there a way to release these evaluations? Will there be a new dashboard specific to Automated agent scoring? If not, will we be able to filter on these? ...

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

Posted By Nick Argeson 01-23-2026 14:36
Found In Egroup: Genesys Cloud - Developer Community! \ view thread

I am trying to use this as well. I was under the assumption that you would not need the conversation id to send the survey. Are there any suggestions on how to use this for web messaging? ------------------------------ Nick Argeson Telephony Admin ------------------------------

RE: Genesys Cloud CX Release Notes - November 17, 2025

Posted By Nick Argeson 11-21-2025 13:35
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread

2 questions on Automatic submission of completed AI evaluations. Will these evaluations be able to be auto-released? I cant figure out how to release the evals Also, since they are not auto-released, they can be difficult to report on. Will we be able to create a policy to evaluate ...

Survey API Issue

Posted By Nick Argeson 10-30-2025 09:24
Found In Egroup: Genesys Cloud - Developer Community! \ view thread

We are using this survey api: post_analytics_surveys_aggregates_query We use this API to pull surveys each day. However, we discovered we were missing 1,400 surveys over a 30 day period. One of our analysts dug into the issue and found that some surveys are getting stuck between the in progress ...

Wrap up copilot generation

Posted By Nick Argeson 06-23-2025 16:02
Found In Egroup: Genesys Cloud - Main \ view thread

Is there a way to track up votes and down votes on wrap up codes generated by Copilot #ConversationalAI(Bots,AgentAssist,etc.) #Unsure/Other ------------------------------ Nick Argeson Telephony Admin ------------------------------

Script Custom Action

Posted By Nick Argeson 06-05-2025 15:43
Found In Egroup: Genesys Cloud - Main \ view thread

How do I get my if/else custom action to look at 2 values. I want to say if my queue ID equals "value1" OR "value2" But I cant get it to work. Not sure what im doing wrong. #ArchitectureandDesign ------------------------------ Nick Argeson Telephony Admin ----------------------------- ...

RE: AI - Evaluations

Posted By Nick Argeson 06-05-2025 12:37
Found In Egroup: Genesys Cloud - Main \ view thread

I am also interested in this. We have duplicated our current Evals and converted them to AI, but have only been testing the last few days. ------------------------------ Nick Argeson Telephony Admin ------------------------------

Caller Ani no longer showing

Posted By Nick Argeson 05-08-2025 10:27
Found In Egroup: Genesys Cloud - Main \ view thread

For some of my agents, the caller Ani is no longer showing on the left Conversations panel. Included a screenshot. This issue is not affecting all of my agents. Agents are using the app. I attempted to clear Cache and delete temp files. Application is up to date. #Roadmap/NewFeatures ...

RE: Genesys Cloud Release Notes | April 7th 2025

Posted By Nick Argeson 04-07-2025 11:02
Found In Egroup: Workforce Engagement Management \ view thread

Will we be able to report on NCA outside of the predictive routing? Say the queue is not using predictive routing or the call did not end up going predictive routing because of the waiting timeout? ------------------------------ Nick Argeson Telephony Admin ------------------------------

RE: Embedding a microsoft Form in Script page

Posted By Nick Argeson 03-20-2025 09:51
Found In Egroup: Genesys Cloud - Main \ view thread

I am embedding the link It doesnt even load in the script designer, however if I switch to Edge, it does. Also, when I switch the form to anyone can respond, the embedded form loads. ------------------------------ Nick Argeson Telephony Admin -------------------------- ...

Embedding a microsoft Form in Script page

Posted By Nick Argeson 03-18-2025 15:48
Found In Egroup: Genesys Cloud - Main \ view thread

I'm having trouble embedding a Microsoft Form in a script page. The form requires you to be logged into our microsoft account. I can access it outside of genesys, but when I add it to a script page using Chrome, it does not load. If I open Genesys in microsoft edge, the embedded form will load. ...

RE: Transferred emails losing their skill

Posted By Nick Argeson 02-11-2025 11:14
Found In Egroup: Genesys Cloud - Main \ view thread

I tested on voice and it kept the Skill. I wonder if there is some other setting or if there is anything I can do in the "in queue" flow to check for a previous skill and then re-add it. I'm going to play around with it, but in the meantime, anybody know? ------------------------------ Nick Argeson ...

Transferred emails losing their skill

Posted By Nick Argeson 02-11-2025 09:45
Found In Egroup: Genesys Cloud - Main \ view thread

When an agent transfers an email back into queue, it is losing its skill. I set "strip skills when transferred" to off. Does this not apply to Email queues? Am I understanding this setting incorrectly? #DigitalChannels ------------------------------ Nick Argeson Telephony Admin ...

Ability to send an immediate web survey

Posted By Nick Argeson 01-27-2025 14:23
Found In Egroup: Genesys Cloud - Main \ view thread

Hey all, I have been asked to generate a web survey for an "interaction" that occurs outside of Genesy (Order shipped from our warehouse) My first thought was to look for an API that would generate a survey, but to my knowledge, that does not exist. I did however, find an idea ...

RE: Contest - When will we hit 6k members?

Posted By Nick Argeson 01-21-2025 14:35
Found In Egroup: Genesys Cloud - Main \ view thread

give me 1/24 ------------------------------ Nick Argeson Telephony Admin ------------------------------

RE: BETA - Voice Survey

Posted By Nick Argeson 12-03-2024 09:00
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread

Hey @Herrick Mai I'm using the post call voice survey, but when our customers elect to receive a callback, the survey occurs immediately after the call hangs up. Is there a way to offer the post call survey after the callback occurs? ------------------------------ Nick Argeson Telephony Admin ...

RE: Voice surveys registering 0

Posted By Nick Argeson 11-13-2024 09:03
Found In Egroup: Genesys Cloud - Main \ view thread

Yeah, I can't get the task to take the "conditions not met" route. I also can't figure out how to evaluate the question score variable. Can't write to participant data in a survey flow, so Im unable to even see what values the variables are holding. ------------------------------ Nick Argeson ...

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