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Here are some quick links and even speedier blurbs that highlight community news you need to know! Announcements Looking for contact center specialists who handle the security and access to Genesys to help with a study: Sign Up Here ...

On this new, refreshed season of the Genesys Cloud Q&A Show, we invite experts George Ganahl and Maxim Tsvetov answer questions in the Genesys online community. In this new season, you can expect shorter episodes, tips and demos from our experts, and ...

Hi Minhaj, In many cases we approach optimization on a use-case basis rather than focusing only on individual metrics. When reviewing opportunities, we usually ask whether a change will improve the customer experience or increase operational efficiency ...

From my experience, one approach that has worked very well is to design a safe fallback path for unexpected situations. For example, whenever there is any type of failure - API errors, recognition issues, unexpected responses, or flow exceptions - I ...

Hi Liore, this looks like a great improvement for transcription quality. Do you know if there are any plans to release this new engine for Portuguese (pt-BR) as well? I would really like to test it and compare the before vs. after accuracy in our ...

The summaries are generated by AI Insights (or Agent Copilot when it is enabled). The system creates a separate summary for each agent segment of the interaction. So if multiple agents handle the same conversation due to a transfer, each agent leg will ...

Hi, Another option is also to retrieve queue performance metrics using the Analytics API. For example, the endpoint: POST /api/v2/analytics/conversations/aggregates/query can be used to obtain metrics such as wait times. This could allow you to ...

Hello Keith, In my Dev Org, I have Require Multi-Factor Authentication currently toggled to OFF . I was able to pull up a list of my users and reset their MFA device using the instructions in this Resource Center article Click Menu ...

You may want to open a case with Product Support so that they can check where the call was routed and why the the users are being marked as Not Responding. Please let me know what your case number is so that I can monitor the issue internally. ------------------------------ ...

Hello all, I checked internally and I did not see any recent mentions of this error message popping up erroneously. I did some digging and I found a case from Product Support last month that outlines the following: Why This Happens: ...

Hello Adorjan, I'm not sure about the exact symptoms that may occur due to the current fluctuation in stability for that AWS region. I f you are utilizing me-central-1 as the media region on any sites/trunks, I would recommend that this be changed ...