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Mr. Johannes Van De Ven

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RE: Upcoming Agent UI Changes - New email component

Posted By Johannes Van De Ven 05-24-2023 04:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi , we also would like to participate in the Beta to be able to prepare our customers Greeting John ------------------------------ john van de Ven ------------------------------

RE: Best Practices to Handle Agents in "Not Responding" Status

Posted By Johannes Van De Ven 03-27-2023 08:38
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Jeanine, If a agent does not receive the signaling that there is a new call ( often because of a network issue ) , the agent is not aware that a call is offered but Genesys Cloud did select the agent and routed the call and "thinks" the agent was alerted but not answering so the state of the agent ...

RE: Evaluation inbox (deleting evals)

Posted By Johannes Van De Ven 02-02-2023 08:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Gabe, What do you mean by a org ? Most of the votes are coming from Genesys Business partners so do they count as one vote for each idea ? ------------------------------ john van de Ven ------------------------------

RE: Depreciation of canned report

Posted By Johannes Van De Ven 11-25-2022 09:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hi , Do we also get XLS format option in the Performance Views export ? ------------------------------ john van de Ven ------------------------------

RE: Changes to the Phone Management view?

Posted By Johannes Van De Ven 04-22-2022 03:00
Found In Egroup: Genesys Cloud - Main \ view thread
Not only the view has changed but also the option to filter on base setting or Site , like show only a type of phone remote of VVX on site X If you have 2500 sets in various type and a lot of sites it is not easy to filter anymore . Why are this kind of helpfull functions changed :-( ---------- ...

RE: Anyone aware of a change to the UI in the people applet?

Posted By Johannes Van De Ven 04-04-2022 06:51
Found In Egroup: Genesys Cloud - Main \ view thread
Hi , Noticed the change to :-( , (without any announcement) this is really a step back and creates a lot of work Proviously we could see for a user to which Division his role was assigned now we need to acces each role , this really needs to roll back asap ! ------------------------------ john ...

RE: Best Practices to Handle Agents in "Not Responding" Status

Posted By Johannes Van De Ven 03-30-2022 02:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi , we face this issue and gets a lot of complains about the alert for the agent which is easy to miss if you are quit busy and working on another page . Due to some other issues it is also possible that the agent was not aware missing a call ( example WebRTC is not responding or network issu) The ...

RE: Service Level for emails when the call center is closed

Posted By Johannes Van De Ven 11-08-2021 07:19
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Warren , The schedule is active 2 minutes before 4:58 pm , emails that arrive before closing stays in the Queue so that service level has impact Main reason for thus construction is for the emails outside opening hours ------------------------------ John van de Ven ----------------- ...

RE: Service Level for emails when the call center is closed

Posted By Johannes Van De Ven 11-08-2021 06:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hi , We faced the same issue and managed it in Architect with using a schedule check and a wait option (limit is max 72 hour ) , so the mail will be waiting to be transfered to a Queue until the schedule is open We check each hour if the schedule is open (closed is from Friday 5 pm till Monday 8 am ...

RE: forward to voicemail timer on agent personal line

Posted By Johannes Van De Ven 10-05-2021 05:30
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Vincent , You can also set this timer by the Phone option of a user (people) , for groups this is not (yet) manageable Timeout Seconds The amount of time, in seconds, to alert the user about the call before it routes to voicemail. This option overrides the organization setting. ---- ...

RE: forward to voicemail timer on agent personal line

Posted By Johannes Van De Ven 10-04-2021 08:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, there is a generall setting available in the Organization Settings: Timeout Seconds The number of seconds to alert the user before the call rolls over to voicemail. The default is 12 seconds Greetings John ------------------------------ John van de Ven KPN B.V. -------------- ...

RE: Data tables and controlling access by role/division

Posted By Johannes Van De Ven 04-21-2021 08:56
Found In Egroup: Genesys Cloud - Main \ view thread
Hi , That sounds great , tables by Division. When wil this be available ? John ------------------------------ John van de Ven KPN B.V. ------------------------------

RE: Call.CalledAddress & Call.Ani

Posted By Johannes Van De Ven 01-04-2021 03:19
Found In Egroup: Genesys Cloud - Main \ view thread
Another option can be is to use ToPhoneNumber(Call.Ani).e164 John van de Ven ------------------------------ John van de Ven KPN B.V. ------------------------------

RE: Is it possible to force agent to only make ACD calls ?

Posted By Johannes Van De Ven 06-08-2020 11:14
Found In Egroup: Genesys Cloud - Main \ view thread
Votes for the idea , more votes needed ;-) See also this improvement Last used queue: Feature coming soon Note: PureCloud remembers the last queue that you selected as part of an outbound On Behalf of Queue interaction and will populate that queue for you, even if you are not On Queue. A queue ...

RE: Roles and permissions

Posted By Johannes Van De Ven 04-23-2020 03:07
Found In Egroup: Genesys Cloud - Main \ view thread
Please vote for https://purecloud.ideas.aha.io/ideas/CLPLA-I-629 , this is a long wanted feature which still is not implemented :-( ------------------------------ John van de Ven KPN B.V. ------------------------------

RE: Accessing PureCloud Portal from SmartPhone browser to Activate Emergency

Posted By Johannes Van De Ven 10-31-2018 10:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Lucie, Is this API or app already available , i could not find this in the AppFoundry ? Greetings John ------------------------------ John Van De Ven KPN B.V. ------------------------------

How long is the call history kept

Posted By Johannes Van De Ven 01-18-2017 15:18
Found In Egroup: Genesys Cloud - Main \ view thread
If I check in my call history is still see calls from the beginning of 2016 , I could not find a document in the resource center with these kind of (product) limits. Has anyone found this ?

RE: Delete chat messages

Posted By Johannes Van De Ven 01-18-2017 15:16
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George , thanks for your answer. It is clear for now but hopefully it will be possible soon or automatically after a time (seems now that it is kept forever)

Delete chat messages

Posted By Johannes Van De Ven 01-18-2017 13:07
Found In Egroup: Genesys Cloud - Main \ view thread
It is not possible to delete chat message / clear all data , created a support request but deletion was not available yet. Is there already a way ?