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Here are some quick links and even speedier blurbs for this week's highlights across the Genesys Community! Announcements Two ways to win Prize Wall Prizes : College Football Playoff Brackets now live! Fill out ...

In this episode of the Genesys Cloud Q&A Show, we sit down with Anthony Romero and Sanoj George and they demo Apple Messages for Business. They'll be walking through the various features of Apple Messages and how it fits into the bigger picture of the ...

We need a way to calculate Occupancy (Idle) for only IB calls agents handled and also for only OB calls. Out agents are shifted from OB to IB when spikes occur so we need to be able to differentiate their stats There are agent level idle stats but ...

Hi Kevin, What I would recommend is to first identify the specific interaction that is causing the discrepancy, so you can better understand the scenario. I can think of two situations that could explain this difference: ...

Good morning! Just to complement Stephan's response: the calculation interval is 30 minutes, while the field itself is updated in real time, on an interaction-by-interaction basis. For example: The first interaction ...

Has anyone else experienced a sudden increase in SIT uncallable returns when dialing out with toll free numbers as their caller ID? Starting around the 15th or 16th of this month? If so, was it a carrier issue and what did you do to fix it? #Outbound ...

Hi everyone, I was experiencing the same issue, but after the update, I haven't been able to reproduce the problem anymore. ------------------------------ Elisson Fernandes ------------------------------

A fix has now been successfully implemented in the latest update To ensure the resolution takes full effect you need to enable the voicemail:groupMailbox:view permission in your environment. Once this permission is activated, the functionality ...

Hello Eystein, Stephan is correct. The call is recorded live and only a user with the correct permissions can barge-in or monitor the call. ------------------------------ Jason Kleitz Online Community Manager/Moderator --------------------------- ...

Hello Katie, The info and Resource Center article that Stephan has included on this thread would be the first things that I would point towards troubleshooting this. I'm not quite sure what else could cause that info to be redacted so you may want ...

Your success story using these resources is really great . I will keep following this post with the goal of learning more about it. ------------------------------ JOÃO PAULO BASSETTO NA ------------------------------