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Hello! Does anyone have any great recommendations for wider outside AI reading materials to help me prep for my ceritifcation? Thank you, Laura #Certification ------------------------------ Laura Pickard Customer Success Manager ---------- ...

Hello Team, We are receiving reports from agents regarding an issue where calls are being missed after a very short alert , and in some instances, agents are not receiving any alert at all before the call is missed. We have raised this concern with ...

Summary We are experiencing an event ordering inconsistency for Preview Campaign interactions when using the Genesys Cloud Embedded Framework with the JavaScript SDK inside Microsoft Dynamics 365 . Because of this event ordering difference, ...

Wow what an awesome spot - would never have thought of that! ------------------------------ Richard Robinson Senior Technical Account Manager ------------------------------

There are many great movies, but my number one pick would be: The man from earth just because it's very low budget yet very high quality and surprising. If you haven't seen it: Do not go of and read spoilers and just go watch it. ------------------------------ ...

Thank you for explaining it clearly Jason. Not really how I expected the system to behave, but it is what it is. ------------------------------ Martijn Bos ------------------------------

Seems your situation is indeed a bug. Mine however is not, we do not have it reset to unlimited. The answer Jason gives below seems to be the explanation. Although I don't know why the status would NOT change when you start a outbound call? You are ...

Thanks Mateus. I understand that the system creates a separate summary for each agent segment (Agent/ACD). What I still need clarified is this: For each agent segment, if the agent manually edits the summary in Agent CoPilot, is that edited ...

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 ...

Hey Amanda, I ended up finding them in the "Interactions" tab within Analytics Workspace by filtering by Form. You can also add a column for the evaluation score. Currently I don't see them under Evaluations or Agent Evaluations, but I think ...