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Robert Niblock

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Optimising Activity Plans

Posted By Robert Niblock 04-21-2026 04:30
Found In Egroup: Workforce Engagement Management \ view thread
Hi all, We've been using Activity Plans for one of our teams for their off-queue time. However when we combine this with the work plans we've created, we've noticed that there's a lot of periods in the schedules with 15min on-queue. Having to expect someone to jump on queue for a 15min block isn't ...

RE: April Question of the Month - Earn a new badge!

Posted By Robert Niblock 04-13-2026 03:14
Found In Egroup: Genesys Casual \ view thread
Help - The Beatles. Everybody needs a little help from time to time 😅 ------------------------------ Robert Niblock Contact Centre Technology Analyst ------------------------------ ...

RE: New UI - What the best new improvement?

Posted By Robert Niblock 04-13-2026 03:09
Found In Egroup: Genesys Cloud - UI New Features \ view thread
I love it when you open an idea and you've already voted on it 😄 ------------------------------ Robert Niblock Contact Centre Technology Analyst ------------------------------ ...

RE: Agent Greeting with TTS

Posted By Robert Niblock 04-13-2026 03:00
Found In Egroup: Genesys Cloud - Main \ view thread
I believe you'll find the information here; Media Collections - Genesys Documentation I don't think it's relevant to the OP's post as this is a feature of Multicloud CX and not Cloud which most of us use now. ------------------------------ Robert Niblock Contact Centre Technology Analyst ---- ...

RE: Agent Greeting with TTS

Posted By Robert Niblock 04-13-2026 01:57
Found In Egroup: Genesys Cloud - Main \ view thread
Not sure if this will help you Vaun, but I've found that if an Agent records a prompt, you can find it in Architect like so, and you could probably edit existing ones. Below is a greeting I created, which I assume can just be edited to use TTS instead of the audio file. I've also used the Orchestrators ...

RE: New UI - What the best new improvement?

Posted By Robert Niblock 04-09-2026 02:24
Found In Egroup: Genesys Cloud - UI New Features \ view thread
My want for the UI would be a favourites section, or allow users to favourite menu options. If you had something like a Star in the far right of the search bar, it could drop down your list of favourite pages. Eg: Then if you say clicked the star, you could get a drop down of all the items. Each ...

RE: New UI - What the best new improvement?

Posted By Robert Niblock 04-09-2026 02:13
Found In Egroup: Genesys Cloud - UI New Features \ view thread
@Jeff Hoogkamer You can also search for things that appear in the Analytic Workspace like Dashboards. So if you type "dash" instead, analytic workspace will appear in the search. I also got sick of typing the first 4 letters because there's nothing worse than someone walking past your screen and ...

RE: How did you spend your Easter weekend

Posted By Robert Niblock 04-07-2026 21:32
Found In Egroup: Genesys Casual \ view thread
I spent my easter working on my car. Changed the brake rotors and pads. Aside from that just had a chill day. Over here in Aus the price of Easter eggs were astronomical, not sure if that was the same elsewhere in the world, but I think most people held out till after the weekend to get them on clearance. ...

RE: April Rockstar Headlines Communities!

Posted By Robert Niblock 04-06-2026 21:17
Found In Egroup: Genesys Casual \ view thread
Yooo! Congratulations Phaneendra! 🙌 It's nice to see a fellow APAC member recognised, well deserved! ------------------------------ Robert Niblock Contact Centre Technology Analyst ------------------------------ ...

RE: Agentic Virtual Agents

Posted By Robert Niblock 04-02-2026 03:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hi have a question that's kinda related to this. Hypothetically speaking, say you have a queue with Agents on it, and through the interaction, they hand off a caller to an AVA that's on another queue. Will the AVA be able to resume the call with the information (existing call transcript) stored against ...

RE: Auto-Answer

Posted By Robert Niblock 04-02-2026 02:37
Found In Egroup: Genesys Cloud - Main \ view thread
For our Org, I uploaded the default ringing sound for Genesys and then had it setup as a Whisper Sound in the Queue Configuration. It seemed to work well. The default beep tone is very feint compared to the normal ringtone. I also noticed this feature recently, in the Queue Configuration under the ...

RE: Win - Using AI sentiment + trend to proactively detect poor customer experiences in Genesys Cloud

Posted By Robert Niblock 03-27-2026 02:02
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Phaneendra, Very cool use of triggers. I was playing around a few months back when the Sentiment/Topics triggers were released. My test scenario was to alert Team Leaders over MS Teams when there was a specific Topic flagged, so we could investigate and follow up on the call. Basically the ...

RE: Does Supervisor Copilot AI Insights Use Tokens If Agent Copilot Is Already Enabled?

Posted By Robert Niblock 03-24-2026 22:45
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Caleb, Since they're generated for every interaction regardless, it might be worth considering what Program you enable AI insights on. For instance, if you have a queue where there's possibly no benefit to Insights, I wouldnt assign an AI Insight enabled program to that queue. Any queues that might ...

RE: Earn 5 advocacy points to tell us...

Posted By Robert Niblock 03-23-2026 01:26
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Nicole, I worked on and delivered two implementations with one of our Early Childhood therapy businesses last year. These included; Adding a digital channel to their Website that allows parents to discuss services and initiate an appointment over Genesys Messaging. Implemented a Voice Bot ...

RE: Oscar Ballots Winner Announced!

Posted By Robert Niblock 03-18-2026 03:30
Found In Egroup: Genesys Casual \ view thread
Congrats @Hercules Ferreira ------------------------------ Robert Niblock Contact Centre Technology Analyst ------------------------------

RE: Does Supervisor Copilot AI Insights Use Tokens If Agent Copilot Is Already Enabled?

Posted By Robert Niblock 03-16-2026 23:14
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Phaneendra From this article it mentions the following; AI Summary and Insights 50 AI summaries/insights per token. However, if you enable Agent Copilot simultaneously, then Supervisor Copilot summaries and insights do not consume tokens and instead rely on Agent Copilot functionality. ...

RE: optimize specific feature/capability

Posted By Robert Niblock 03-16-2026 00:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Minhaj, Some of our businesses have different priorities to others, so when it comes to measuring performance, that can vary. For those who typically work on Inbound calls, we'd look at ASA, Calls Answered/Abandonment%, Service Level. For Outbound we look at the volume of Outbound calls and if we're ...

RE: New popup text?

Posted By Robert Niblock 03-13-2026 04:04
Found In Egroup: Genesys Cloud - Main \ view thread
I tested this by going on Queue and making an Outbound call via Non-ACD and this message appears. However when I set my own Utilisation Inbound Max Voice Calls to 1 and save it for myself, refresh and then replicate the above, the message still pops up. Then if i log out of Genesys and back in, my ...

RE: New popup text?

Posted By Robert Niblock 03-13-2026 03:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Martijn I've noticed in Ulitization now there's a column for Inbound Max calls. I wonder if it's related to that? Configure utilization at the org level View summary - Genesys Cloud Resource Center There are a list of scenarios in the article that explains how to limit ACD and Non ACD calls. ...

RE: Favorite movie of all time?

Posted By Robert Niblock 03-11-2026 03:59
Found In Egroup: Genesys Casual \ view thread
Planes Trains and Automobiles has to be my favourite. John Candy and Steve Martin we're a great comedy duo in this film. It just ticks so many boxes, although its a comedy, there were plenty of elements from other movie genres. It's a real tear jerker in the end. Anyone that hasn't seen it should check ...