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Joanna Hulme

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RE: Tick boxes removed from Operational Console?

Posted By Joanna Hulme 03-04-2026 17:10
Found In Egroup: Genesys Cloud - Main \ view thread
So it looks like this would have been related to this week's release, which they could have alluded to when I specifically questioned them about it. It doesn't feel like that much of an enhancement and I have no use for this new feature (count of error type) - I did have a use for the multi-select they ...

RE: Tick boxes removed from Operational Console?

Posted By Joanna Hulme 02-26-2026 18:43
Found In Egroup: Genesys Cloud - Main \ view thread
I read their response as "we made it worse on purpose but thanks for helping us cover up that it used to be better" Their response: Current Filtering Method: Navigate to the Operational Console (Menu > IT and Integrations > Operational Console) You can filter events by clicking directly on the Event ...

Tick boxes removed from Operational Console?

Posted By Joanna Hulme 02-19-2026 17:17
Found In Egroup: Genesys Cloud - Main \ view thread
We regularly report on our Telephony errors via the Operational Console and can no longer select multiple types of error to view together. There is ALL or selecting each error one by one... I would previously tick all the relevant error codes I.e. Telephony-0006, Telephony-0010, Telephony-0011, Telephony-0012, ...

Tick boxes removed from Operational Console?

Posted By Joanna Hulme 02-19-2026 17:16
Found In Library: Genesys Cloud - Main
#System/PlatformAdministration

RE: Request for Solution – Post-Call Survey Not Triggering After Agent First Callback

Posted By Joanna Hulme 09-25-2025 17:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Balaji In our organization we actually found the opposite - the customer accepts the callback request and then instead of disconnecting the call to wait, it triggers the post call survey immediately - before the interaction has taken place. We had to turn callbacks off for the queue when we ...

RE: New Feature: Agent Timeline View

Posted By Joanna Hulme 04-01-2025 18:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there A few bits of feedback: Resource centre says to use trackpad to scroll horizontally (I had to look this up and even then, struggled) but that assumes everyone is a laptop user. Not intuitive to use trackpad for this function when I have an external mouse for everything. Interaction ...

RE: Upcoming ACD Conferencing Capabilities

Posted By Joanna Hulme 05-27-2024 22:24
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Sachi In our org we base our recording policy on whether our agent is connected to the call and have developed a data action and triggers to start a secure pause on any transfers. Once an agent has transferred a call outside of our contact centre, we are no longer allowed to capture the call ...

RE: Is there an ability to Auto Complete an email Interaction from Architect Flow?

Posted By Joanna Hulme 04-21-2024 18:35
Found In Egroup: Genesys Cloud - Main \ view thread
In our org we have a process to auto complete emails based on keywords. We have built a Common Module that looks to a Data Table to find the rules determining which emails to close like address, key words, and which queues the rule applies to. We "set flow outcome" as "Blocked email" so we can identify ...