Profile

Mr. Sajid Abbas

☑ Fill Out Profile

Contact Details

My Content

1 to 20 of 50+ total

RE: Integrating 2 ORGs | transferring interactions between them!

Posted By Sajid Abbas 08-17-2021 02:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hello @Gareth James Could you please elaborate your answer more? We have two organizations and both are on different networks. The call after passing through the respective IVRs land with our group of agents and we need to transfer this call to another organization along with the context of the ...

RE: Email Spellcheck

Posted By Sajid Abbas 08-16-2021 08:58
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Higor, Even today I have customers complaining that their spellcheck isn't working. Was it fixed for some period of time or was it reverted in some previous app updated? ------------------------------ Cheers, Sajid Abbas Malek Al Futtaim Technologies L L C - Dubai ---------------- ...

RE: How to get the Agent/User creation details with Queue assigning date for same agents/users

Posted By Sajid Abbas 03-22-2021 06:34
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Gautam, You may find audit logs here ------------------------------ Cheers, Sajid Abbas Malek Al-Futtaim Technologies - Dubai ------------------------------

Service level down

Posted By Sajid Abbas 03-22-2021 02:35
Found In Egroup: Genesys Cloud - Main \ view thread
Hi there, This morning I noticed one of our queue has a low service level, I drilled down on the queue performance view and found below All the calls in that interval were answered, no abandoned, no other red number then why the service level is 33%? #Ask Me Anything (AMA) #QualityManagement ...

Voicemail Callbacks routing or removal from the queue

Posted By Sajid Abbas 03-17-2021 08:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, If the customers call after the working hours their voicemails are added to a separated voicemail callback queue. Once an agent is available, the supervisor assigns him/her to this queue to finish off all the callbacks after listening to the voicemails if any. Due to lack of agents, callbacks ...

RE: Email Spellcheck

Posted By Sajid Abbas 03-04-2021 08:15
Found In Egroup: Genesys Cloud - Main \ view thread
We are also facing the same issue. The spellcheck isn't working for desktop app. We can't switch away from desktop app because its required for screen recording. ------------------------------ Cheers, Sajid Abbas Malek Al-Futtaim Technologies - Dubai ------------------------------

RE: Scripting

Posted By Sajid Abbas 02-16-2020 07:29
Found In Egroup: Genesys Cloud - Main \ view thread
Not sure if it will solve your problem but I once had to do some computations and concatenations of the results in on string. I used dynamic variables to accomplish this. Details here -> Dynamic Variables. Also Purecloud uses Javascript's MathJS library whose documentation is here --> MathJS Documentation ...

RE: Missing call recordings

Posted By Sajid Abbas 01-07-2020 03:33
Found In Egroup: Genesys Cloud - Main \ view thread
For one of our clients, we are using desktop agent app because the agent's screen has to be recorded as well. Randomly screen recordings go missing. ------------------------------ Cheers, Sajid Abbas Malek Al-Futtaim Technologies - Dubai ------------------------------

RE: Calls not auto answered - Make eligible for interaction

Posted By Sajid Abbas 01-07-2020 03:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Matthew, I didn't get a response here but we got it escalated to Genesys at that time and we suffered a great deal from similar issues. Everything was stemming out of a very well known issue "Not Responding / Make eligible online". It was investigated for a very long time and genesys apprised ...

RE: Going offline for a week

Posted By Sajid Abbas 06-25-2019 04:35
Found In Egroup: Genesys Cloud - Main \ view thread
Thoughts and prayers for the grieving family. ------------------------------ Cheers, Sajid Abbas Malek Al-Futtaim Technologies - Dubai ------------------------------

RE: Unable to Edit Title and Department

Posted By Sajid Abbas 03-23-2019 03:13
Found In Egroup: Genesys Cloud - Main \ view thread
We are facing the same problem. I dropped the idea of raising a ticket with support due to previous experience with them. This will just add to our frustration. Lets wait for development to fix this issue. Didn't support ask you to provide all sorts of logs and traces before letting you know this ...

RE: Remember the last selected queue

Posted By Sajid Abbas 03-23-2019 03:02
Found In Egroup: Genesys Cloud - Main \ view thread
Voted for the idea. This feature is available in Purecloud for Salesforce but not in other UIs. ------------------------------ Cheers, Sajid Abbas Malek Al-Futtaim Technologies - Dubai ------------------------------

RE: Commitment to PureCloud Customer Support, And to You

Posted By Sajid Abbas 03-22-2019 04:18
Found In Egroup: Genesys Cloud - Main \ view thread
@Cass Sapir Here is the honest and clear feedback then. Nothing seems to be working for us at least. We continue to get humiliated and frustrated on the hands of PureCloud support. Now the thought of creating a support ticket itself feels like a nightmare. I don't know what these numbers tNPS ...

RE: Agents randomly going "not responding" during a call while on queue ?

Posted By Sajid Abbas 03-21-2019 03:26
Found In Egroup: Genesys Cloud - Main \ view thread
Keeping 'Not Responding' issue aside, Incompetent purecloud support is just enough to bring this product down. I have a case open with support, where the guy is hell bent on putting it into 'Solution Proposed' status without proposing any solution. :D 90% of cases i have opened recently were canceled ...

RE: Is there a way to see which wrapups are available per queue?

Posted By Sajid Abbas 03-19-2019 07:37
Found In Egroup: Genesys Cloud - Main \ view thread
@Joel Hellman Meanwhile you look for this solution on developer forum, I suggest you raise this as an idea on idea lab too. I will vote for this. ​ I am sure (using UI) there's no way of finding list of queues consuming any particular Wrap-Up code. ------------------------------ Cheers, Sajid ...

RE: Download screen recording and audio into one video file

Posted By Sajid Abbas 03-19-2019 04:25
Found In Egroup: Genesys Cloud - Main \ view thread
Bump.. Guys, please vote for this idea ... https://purecloud.ideas.aha.io/ideas/CLINB-I-507 ------------------------------ Cheers, Sajid Abbas Malek Al-Futtaim Technologies - Dubai ------------------------------

RE: Is there a way to see which wrapups are available per queue?

Posted By Sajid Abbas 03-18-2019 11:12
Found In Egroup: Genesys Cloud - Main \ view thread
I think so.. yes. Admin -> Queues Select queue Click Wrap-Up codes tab This is the list of Wrap-ups configured for that particular queue. ------------------------------ Cheers, Sajid Abbas Malek Al-Futtaim Technologies - Dubai ------------------------------

RE: New video for troubleshooting PureCloud

Posted By Sajid Abbas 03-18-2019 11:02
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks. Great work !! ------------------------------ Cheers, Sajid Abbas Malek Al-Futtaim Technologies - Dubai ------------------------------

RE: Anyone else having issues logging in to PureCloud this morning?

Posted By Sajid Abbas 03-18-2019 10:53
Found In Egroup: Genesys Cloud - Main \ view thread
Nopes. our org is also .ie but we did not face in issue logging in. Could you share some more details snapshot etc? ------------------------------ Cheers, Sajid Abbas Malek Al-Futtaim Technologies - Dubai ------------------------------

RE: How to start automatically custom client application when started chats incoming or the other scenario?

Posted By Sajid Abbas 03-17-2019 04:41
Found In Egroup: Genesys Cloud - Main \ view thread
As per my understanding if you set your script which hosts the custom application (or any other web page) as default script for your chat interaction for that particular queue in queue settings (As this shows in the gif I uploaded in last update), this should automatically open the custom application ...