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Hi Jason, thanks for the update, but this was quite clear early on. The reason I reported this to Genesys Support was a clear and sudden increase (around early-mid Oct) in the number of "call dropped" incidents being logged to our ICT support team ...

Hi Eric, For the agentless example, you'll need to create a Data Action and perform a POST request. For example: Endpoint: /api/v2/conversations/emails/agentless Body: { "senderType": "Outbound", "fromAddress": { "email": ...

Hi Paul, I have a few agents who work split shifts with a large gap in between. For example: Shift 1: 4:30 AM – 8:30 AM Shift 2: 5:00 PM – 8:00 PM This creates a total shift span of about 15 hours , which exceeds the current 12-hour maximum ...

Hi Husein, I haven't personally experienced this issue, but regarding permissions, you need Integrations > Integration > View. In addition, the Audio Connector must be enabled for the option to appear in Architect. The option ...

I've run into an issue with split shift agents. I've been scheduling splits like this previously. This shift ran without issues last week. However, this workplan is no longer valid under your new maximum length period because the maximum allowable ...

Hello Jason, It's hard to say. Depending on the error, it could mean a couple of different things. I would recommend comparing what the report says with the error codes in this Resource Center article . ------------------------------ Jason Kleitz ...

Hello Abhishek, You sent the following message: In which log we can see this error code : error.ininedgecontrol.connection.webrtc.endpoint.disconnect.iceIdleDetection? You should take a look at the SIP pcap for that interaction to see when and why ...

Hello Andrea, Unfortunately I don't have anything to share externally. I did some digging internally and it looks like our PM team is working on this new accessibility experience. It looks like it may roll out near the end of Q1 but I didn't see any ...

I'm looking for a way to track survey participation and frequency of delivery. For example, if a guest opts into the survey we don't want to present a survey to them for a week, or a month. I cannot find anything that gives a timer on when the last survey ...

Hello Esther, Unfortunately there's no way to retrieve deleted evaluations. ------------------------------ Jason Kleitz Online Community Manager/Moderator ------------------------------