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Mr. Elisson Fernandes

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RE: Automating agent On Queue status based on real-time demand (feedback welcome)

Posted By Elisson Fernandes 05-12-2026 13:02
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Phaneendra Avatapalli, Excellent idea. Today, we see similar scenarios where agents move between queue time and after-call/admin work, and bringing them back quickly during demand peaks still depends on manual monitoring. Having this kind of functionality would help a lot. ------------------------------ ...

RE: Hello from Luiz Bandeira at Coddera

Posted By Elisson Fernandes 05-12-2026 12:48
Found In Egroup: Welcome Community \ view thread
Hi @Luiz Santos Bandeira, Welcome! ------------------------------ Elisson Fernandes ------------------------------

RE: Introducing myself

Posted By Elisson Fernandes 05-12-2026 12:37
Found In Egroup: Welcome Community \ view thread
Hi @Iury Santos, Welcome! ------------------------------ Elisson Fernandes ------------------------------

RE: Introduce Yourself! (New for 2026)

Posted By Elisson Fernandes 05-12-2026 12:34
Found In Egroup: Welcome Community \ view thread
Hi @Kieran Exley, welcome! ------------------------------ Elisson Fernandes ------------------------------

RE: Introduce Yourself! (New for 2026)

Posted By Elisson Fernandes 05-12-2026 12:27
Found In Egroup: Welcome Community \ view thread
Hi @Dominik Buehler, welcome! ------------------------------ Elisson Fernandes ------------------------------

RE: Data Actions - Store Error APIs

Posted By Elisson Fernandes 05-12-2026 12:01
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
Hi @Edgar Dreger, when using Data Actions in digital flows, it's possible to store failure values in variables. However, when a Data Action is used in voice flows, it's not yet possible to map/store those failure values. That said, there is already an idea (INB-I-1498) currently in development to enable ...

RE: Making AI Scoring more transparent and actionable for agent development

Posted By Elisson Fernandes 05-12-2026 11:48
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Mateus Nunes, Great ideas, I voted. ------------------------------ Elisson Fernandes ------------------------------

RE: Whats your favourite WEM feature and why?

Posted By Elisson Fernandes 05-12-2026 11:26
Found In Egroup: Workforce Engagement Management \ view thread
Hi @Marcus Andree, In my case, it would also be Speech and Text Analytics. The difference is that we use it with Triggers to monitor some sensitive topics. When something is detected, we send an email to the responsible team to review it, so we have a chance to act and address the situation before ...

RE: Introduce Yourself! (New for 2026)

Posted By Elisson Fernandes 05-12-2026 11:03
Found In Egroup: Welcome Community \ view thread
Hi @Tom Corsi, welcome! ------------------------------ Elisson Fernandes ------------------------------

RE: Introducing myself!!🧡

Posted By Elisson Fernandes 05-12-2026 10:37
Found In Egroup: Welcome Community \ view thread
Hi @Marie-Eleonore Artinano, Welcome! ------------------------------ Elisson Fernandes ------------------------------

RE: Introducing Myself

Posted By Elisson Fernandes 05-12-2026 10:34
Found In Egroup: Welcome Community \ view thread
Hi @Dave Stockdale, Welcome to the community! ------------------------------ Elisson Fernandes ------------------------------

RE: Idea CEV-I-742: Option to enable Audio/RTP capture in the PCAP download

Posted By Elisson Fernandes 05-12-2026 10:17
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Edgar Dreger, Thank you for your vote! ------------------------------ Elisson Fernandes ------------------------------

RE: Idea CEV-I-742: Option to enable Audio/RTP capture in the PCAP download

Posted By Elisson Fernandes 05-11-2026 14:37
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Gabriel Garcia, Thank you! ------------------------------ Elisson Fernandes ------------------------------

RE: Hello everyone!

Posted By Elisson Fernandes 05-11-2026 13:46
Found In Egroup: Welcome Community \ view thread
Hi @Edgar Dreger, Welcome to the community! ------------------------------ Elisson Fernandes ------------------------------

RE: Let's talk about Agent Copilot

Posted By Elisson Fernandes 05-11-2026 13:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hi, @Arthur Pereira Reinoldes One important thing before starting to build the articles is to have very clear objectives for the Copilot. If the intention is for it to work as a guide for agents, the articles need to be objective and precise. In other scenarios, such as messaging, for example, ...

RE: For Orchestrators, what activities add points?

Posted By Elisson Fernandes 05-11-2026 10:52
Found In Egroup: Genesys Casual \ view thread
A quick tip in case you haven't seen it yet: on Friday I was checking Orchestrators and noticed that under Capability Accelerator there are two new ones-one related to AVA and another related to STA. I don't usually check that section, but the last time I looked there were only three types. ----- ...

RE: Idea CEV-I-742: Option to enable Audio/RTP capture in the PCAP download

Posted By Elisson Fernandes 05-11-2026 09:53
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Fatih Gegin, Thank you! ------------------------------ Elisson Fernandes ------------------------------

RE: Idea CEV-I-742: Option to enable Audio/RTP capture in the PCAP download

Posted By Elisson Fernandes 05-11-2026 09:51
Found In Egroup: Genesys Cloud - Main \ view thread
Hi @Jorge Candia, Thank you for your vote! ------------------------------ Elisson Fernandes ------------------------------

RE: Migrating from CTI connector to CX Cloud

Posted By Elisson Fernandes 05-11-2026 09:12
Found In Egroup: Genesys Cloud - Developer Community! \ view thread
The permissions that consume licenses from the legacy Salesforce connector and are assigned to the role are: Integration > Salesforce > All Permissions Integration > Salesforce > Agent For CX Cloud, the permissions are named as follows: Integration > cxCloudSFCore > All Permissions Integration ...

RE: Introduce Yourself! (New for 2026)

Posted By Elisson Fernandes 05-11-2026 08:52
Found In Egroup: Welcome Community \ view thread
Hi @Florin Cosmin Radulescu, welcome to the community! ------------------------------ Elisson Fernandes ------------------------------