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ANA BELEN ALONSO VIDALES

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Priority configured in Transfer to ACD

Posted By ANA BELEN ALONSO VIDALES 03-25-2026 05:00
Found In Egroup: Genesys Cloud - Main \ view thread
HI community, Priority configured in Transfer to ACD node not being applied We have an Inbound Email flow in Genesys Cloud Architect with the following structure: A Switch node that evaluates the email subject and body using Contains expressions to route interactions based on content ...

ININ-OUTBOUND-EXTERNALLY-THROTTLED

Posted By ANA BELEN ALONSO VIDALES 02-10-2026 07:12
Found In Egroup: Genesys Cloud - Main \ view thread
Hi community I'm trying to figure something out about this one conclusion code: "The system could not dial the number as you have exceeded the campaign's maximum call limit on your Edge devices. To slow down dialing, lower the outbound line count on the campaign. Note: This disposition might also occur ...

DIALS

Posted By ANA BELEN ALONSO VIDALES 01-26-2026 10:34
Found In Egroup: Genesys Cloud - Main \ view thread
Hi community, According to the documentation, "Dials: The number of interactions initiated by the campaign" ( Metric definitions - Genesys Cloud Resource Center), I appreciate ypur help to confirm that each contact in a campaign generates an INVITE request to iniciate the call, and thus, "dials" metric ...

RE: ININ-OUTBOUND-CAMPAIGN-FORCED-OFF

Posted By ANA BELEN ALONSO VIDALES 12-04-2025 09:47
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Cameron Thank you very much, the explanation was very helpfull!!! BR ------------------------------ ANA BELEN ALONSO VIDALES CTI ------------------------------

ININ-OUTBOUND-CAMPAIGN-FORCED-OFF

Posted By ANA BELEN ALONSO VIDALES 12-03-2025 11:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hi community, from the explanation is that uncompleted calls are logged with the wrap-up code ININ-OUTBOUND-CAMPAIGN-FORCED-OFF, regardless of the outcome, the fact is that there is a subsequent wrap-up code. Actually, we are not ending the call if a customer is already talking to an agent. ...

RE: Email Queue

Posted By ANA BELEN ALONSO VIDALES 12-03-2025 07:10
Found In Egroup: Genesys Cloud - Main \ view thread
Hello Jason I understand that if someone who is not a member of the queue takes an email, it disappears from that queue, but if they forward it again with a response and without changes to the "subject" field, would a new interaction be generated (- 30 days) or is it possible that it would ...

Email Queue

Posted By ANA BELEN ALONSO VIDALES 12-02-2025 12:04
Found In Egroup: Genesys Cloud - Main \ view thread
Hi community, I need your help to deeply understand the behavior of email queues. Is it possible to respond from a queue that we do not belong to? Specifically, if I have an email queue "A" with the address "xxxx", is it possible to respond from that address without being a member of the queue? ...

RE: Email interactions

Posted By ANA BELEN ALONSO VIDALES 11-25-2025 03:33
Found In Egroup: Genesys Cloud - Main \ view thread
HI Sam That's exactly what I don´t understand. In our business, nearly all emails are forwarded and processed through multiple agents and queues. According to your explanation, the "interact" counter should be higher than the "handle" counter, but the metrics are the same. BR -- ...

Email interactions

Posted By ANA BELEN ALONSO VIDALES 11-24-2025 11:41
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone, I'm a bit confused about these metrics. I've been digging into our business activity and running some test, but I'm not quite sure to understand the differences between them. Does anyone more info on this? View available columns in performance views by category - Genesys Cloud ...

Canned Response

Posted By ANA BELEN ALONSO VIDALES 11-21-2025 08:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hi community, I'm trying to figure out how to insert a PDF attachment into a canned response. Has anyone done this before? I haven´t been able to find anything about it in the doc yet. Thanks in advance BR #Unsure/Other ------------------------------ ANA BELEN ALONSO ...

RE: Alert Rules sending unnecessary re-notifications

Posted By ANA BELEN ALONSO VIDALES 10-16-2025 10:01
Found In Egroup: Genesys Cloud - Main \ view thread
Hi everyone In our organization, we also have cases like this, even with agents who do not have an active alert. Could you provide more information? Thanks in advance ------------------------------ ANA BELEN ALONSO VIDALES CTI ------------------------------

RE: Intraday Monitoring

Posted By ANA BELEN ALONSO VIDALES 10-10-2025 07:17
Found In Egroup: Workforce Engagement Management \ view thread
Yes, I did ------------------------------ ANA BELEN ALONSO VIDALES CTI ------------------------------

RE: Intraday Monitoring

Posted By ANA BELEN ALONSO VIDALES 10-10-2025 07:08
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Mike but I've already published 2 forecast and schedules, and the intraday view doesn´t show for the new planning group. BR ------------------------------ ANA BELEN ALONSO VIDALES CTI ------------------------------

Intraday Monitoring

Posted By ANA BELEN ALONSO VIDALES 10-09-2025 05:40
Found In Egroup: Workforce Engagement Management \ view thread
Hi community, we have reorganized our planning groups, and no data is displayed in the intraday view. Any recommendations or suggestions? I haven´t found in the documentation if there is a deadline for this information to be updated. Thanks in advance #Intraday,Shrinkage,Adherence ...

RE: Staffing Group

Posted By ANA BELEN ALONSO VIDALES 09-03-2025 11:52
Found In Egroup: Workforce Engagement Management \ view thread
Thanks Paul What I intend, for example, is to analyze the performance of new hires and their learning (AHT....) for 3 months, for example. If there are agents who are not evaluated correctly, they may not continue to be employed, and we may have to resort to new agents. Therefore, we will always ...

Staffing Group

Posted By ANA BELEN ALONSO VIDALES 09-01-2025 11:10
Found In Egroup: Workforce Engagement Management \ view thread
Hi community I would like to know if the scenario we have in mind is appropriate to use of staffing group . Currently, we have two well-defined activities: agents with more experience who can handle any type of call, and another group with less experience who handle simpler calls. Each agent ...

alert rules

Posted By ANA BELEN ALONSO VIDALES 08-21-2025 08:51
Found In Egroup: Genesys Cloud - Main \ view thread
Hi community, I have some questions about alert settings. We have set up a very simple alert: when a customer waits in queue x for more than 4 seconds, we receive an email. The email contains the queue ID. Does anyone know if it is possible to include the phone number that is calling us? ...

GCXNow

Posted By ANA BELEN ALONSO VIDALES 08-05-2025 03:57
Found In Egroup: Genesys Cloud - Main \ view thread
Hi community I have read this article but I cannot find how to activate it. GCXNow experience explained - Genesys Cloud Resource Center https://help.mypurecloud.com/articles/gcxnow-free-trial-limitations/ From what I can see, no intermediary is required. Does anyone have ...

AGENT PERFORMANCE DETAIL

Posted By ANA BELEN ALONSO VIDALES 06-02-2025 11:18
Found In Egroup: Genesys Cloud - Main \ view thread
Hi community, I can't understand some metrics, there are different results when you export the data in a report and when you review the data in a view. I'll give you an example with data from May; the total talk we see in the exported report is very different from what is shown in the view. This ...

RE: MAIN FORECAST

Posted By ANA BELEN ALONSO VIDALES 05-30-2025 06:29
Found In Egroup: Workforce Engagement Management \ view thread
Thank you so much! ------------------------------ ANA BELEN ALONSO VIDALES CTI ------------------------------