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Mr. Paul Simpson

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RE: January Question of the Month - Goals for 2026?

Posted By Paul Simpson 01-07-2026 13:30
Found In Egroup: Genesys Casual \ view thread
Wow, tough one! Well, I didn't set any goals last year, so I could argue I met them all! 🤪 This year? Professionally, like so many others, I need to re-certify - what a PITA! 🥺I also feel like I've been neglecting the Communities lately, so I aim to get back to being more involved. Personally, ...

RE: Nested 'if' Statement

Posted By Paul Simpson 10-21-2025 08:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Neil, There is no reason why you can't. Some observations / questions though... What do you want to happen if Flow.bcpEmergencyGroupStatusis true? I think you're missing part of the statement? Or do you only want to use TTS_Prompt_File is Flow.bcpEmergencyGroupStatus==false is false ...

RE: Sudden increas in Fast-Busy when placing outbound calls,

Posted By Paul Simpson 10-08-2025 10:37
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks to both of you. @Jason McDowell, that is an interesting article. As you said this is aimed specifically at outbound dialers and automatic call analysis. This could be related, however in this instance it is manually dialed calls that are affected. I find your comments about manual rejection ...

RE: Sudden increas in Fast-Busy when placing outbound calls,

Posted By Paul Simpson 10-07-2025 16:09
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks @George Ganahl and @Jason Kleitz. Unfortunately, this is GCV, so availability of Logs (to me as a Partner) is severely limited. The closest I believe I can get it to pull the Interaction details with the API. This shows the disconnect type is "endpoint" with a type of "sip" and a code ...

Sudden increas in Fast-Busy when placing outbound calls,

Posted By Paul Simpson 10-07-2025 10:00
Found In Egroup: Genesys Cloud - Main \ view thread
Good morning, Everyone! I have a customer who recently reported a significant increase in outbound calls that result in a Fast-Busy for the Agent. (Best guess is up from about 4.5% of calls, to approximately 9%.) Has anyone else seen this? (Or, more specifically, has anyone else seen his AND ...

RE: WebRTC Calls dropping

Posted By Paul Simpson 06-16-2025 16:02
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Paul, Not conclusively, no. The network evaluation didn't really turn anything useful up and the random nature of the occurrences made it difficult to test. We ended up making sure the clients were all using the latest versions of software and bypassing the split tunnel for RTP traffic ...

RE: Callbacks within business hours

Posted By Paul Simpson 06-05-2025 17:02
Found In Egroup: Genesys Cloud - Main \ view thread
Dianne, A possible workaround (I wouldn't consider it a "solution") is for Agents to deactivate themselves in Queues that are not open. Supervisors could also do this. You might be able to write an automation that does this via the API (which would be more robust and less reliant on human intervention. ...

RE: Call transfers without selecting option

Posted By Paul Simpson 05-30-2025 10:53
Found In Egroup: Genesys Cloud - Main \ view thread
Cameron, You raise an interesting point, one which has been raised before, I believe, but has never really been addressed (at least, not to my knowledge!) What Linsey describes sounds to me to be a bug, not a feature request. The Ideas Lab is seen, at least by most of the Genesys Universe, ...

RE: Is there a way I can get some data or reporting on how often a menu item is selected?

Posted By Paul Simpson 05-28-2025 16:46
Found In Egroup: Genesys Cloud - Main \ view thread
If you open the Flow in Architect, there is a switch at the top marked "Flow Insights". This will give you a color-coded visual of how often every part of the flow has been executed. (So you can also look at paths taken from a Decision, or a Switch, for example). Included in that are Reusable Tasks and ...

RE: Issue utilizing Set Screen Pop in In-Queue Flows due to how Participant Data is written

Posted By Paul Simpson 05-28-2025 15:51
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Nate, It is for scenarios such as this that there are a couple of ideas over on Aha! Firstly, there is the ability to transfer directly to a flow (thus avoiding the workaround described by George) Secondly, the ability to control whether a queue is a valid target for a transfer by an agent (to ...

RE: Messaging - How Check If Agent Logged into Queue before sending to Queue?

Posted By Paul Simpson 05-28-2025 15:30
Found In Egroup: Genesys Cloud - Main \ view thread
Nick, You can create a Data Action to call the API to look for this information. If required, you can look for a count of Agents who are On Queue, On Queue and idle, On Queue with a particular skill / skill combination and so on. It really depends on exactly what you need. Then, in your Flow, you ...

RE: Transfer to Flow vs. Transfer to Number

Posted By Paul Simpson 05-22-2025 14:42
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks, Melissa! So, that's 2 pros for the Transfer to Flow option. Anyone want to argue for team Number? ------------------------------ Paul Simpson Views expressed are my own and do not necessarily reflect those of my employer. ------------------------------

Transfer to Flow vs. Transfer to Number

Posted By Paul Simpson 05-22-2025 12:18
Found In Egroup: Genesys Cloud - Main \ view thread
Good Morning, Hive Mind! Like most of you, I end up working with systems that were set up by other people, usually who are no longer able to be contacted for additional information. Sometimes, I see things that make no sense to me, but then there may be reasons behind design choices made that I ...

RE: Last Login showing Never

Posted By Paul Simpson 05-05-2025 10:58
Found In Egroup: Genesys Cloud - Main \ view thread
Interesting, thanks. It was actually defaulting to 100, but if I change it to 25, it does seem to work. Gets even stranger, though. When you set it to 100, it shows dates for some users, but not all! I have some users who I know with absolute certainty have logged in recently, but they still show ...

RE: Last Login showing Never

Posted By Paul Simpson 05-05-2025 08:18
Found In Egroup: Genesys Cloud - Main \ view thread
Issue seems to remain in US-West this morning. I have updated our ticket with Support. ------------------------------ Paul Simpson Views expressed are my own and do not necessarily reflect those of my employer. ------------------------------

RE: Change to how Beta's are offered?

Posted By Paul Simpson 05-02-2025 10:53
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Ahh Gotcha! You are not wrong.... ------------------------------ Paul Simpson Views expressed are my own and do not necessarily reflect those of my employer. ------------------------------

RE: Change to how Beta's are offered?

Posted By Paul Simpson 05-02-2025 10:34
Found In Egroup: Genesys Cloud CX - Beta HQ \ view thread
Robert, I'm not sure what you mean? This is the Beta HQ Community (although your point about having to read through all the threads is valid!) Even subscribing to the digest isn't very helpful, since if you want to know what is currently in Beta, you would have to go back and review multiple digests. ...

RE: Last Login showing Never

Posted By Paul Simpson 05-02-2025 10:20
Found In Egroup: Genesys Cloud - Main \ view thread
We also opened a support case. Got the following update: I am happy to report our team have stated they have identified the source of the issue and are currently working to rectify this. So, we shall have to wait and see... ------------------------------ Paul Simpson Views expressed are ...

RE: Last Login showing Never

Posted By Paul Simpson 05-01-2025 11:28
Found In Egroup: Genesys Cloud - Main \ view thread
We are still seeing it (US-West ORG). Interestingly, the API does get the correct information, so I'm thinking it's a front-end UI issue.... ------------------------------ Paul Simpson Views expressed are my own and do not necessarily reflect those of my employer. --------------------------- ...

RE: Google is phasing out support for third-party cookies from its Chrome browser

Posted By Paul Simpson 04-22-2025 13:23
Found In Egroup: Genesys Cloud - Main \ view thread
Cool, so if we are not having problems due to this, then we won't? Thanks! ------------------------------ Paul Simpson Views expressed are my own and do not necessarily reflect those of my employer. ------------------------------