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Some additional info regarding the feature https://genesyscloud.ideas.aha.io/ideas/INB-I-986 https://help.mypurecloud.com/announcements/agent-greetings-for-acd-voice-calls/#:~:text=In%20a%20future%20release%2C%20Genesys,with%20support%20for%20multiple%20languages. ...

Good Day Jacqueline I am not sure if there is a way to disable or remove the option for outbound agent greeting. You can however only upload or recording an "inbound" recording under the agent greeting which will only play on inbound calls for ...

Hello, We're testing out AI Insights for a client and we particularly chose two queues that have slow traffic. However, upon checking interactions, we've noticed that AI Insights are appearing in interactions even though it wasn't part of the selected ...

Hi Melissa, you could set the default language skill to English and set the French language skill in a variable when needed at transfer to ACD with If(IsNotSetOrEmpty(Flow.language),NOT_SET, Flow.language ) . More information regarding the logic: ...

Do you have business units set as divisions within Genesys? If you do, then from a licensing perspective you can run the billable usage report and get license allocation per month broken down by division using a pivot table. This would also assume you ...

Hi there, My leadership team would prefer if our agents utilized only inbound greetings, and not outbound. Is there a way to disable outbound greetings while keeping inbounds active? Thank you for any insight! #Outbound #Telephony #Unsure/Other ...

We ran into the same problem. If you happen to use PureInsights from the app foundry they have a canned report that will provide this otherwise the other methods mentioned, are you best bet. ------------------------------ Bob Hall . -------------- ...

Hi, Is there any plans in the near future to enable the use of a main forecast as a forecast in the schedule generation process? I have a few customers with a light planning team without experienced forecasters that would like to see this as an ...

Hi Paul, Thank you for your quick response. I published the schedule and then removed the specific date and added the day of the week with a fixed time. After that, I generated a new schedule for two weeks later (2-week recurrence), and the meeting ...

They do a few shift slides per day and would find this handy to check the number of moves for coverage before publishing, would just make it a little clearer to look at is all. ------------------------------ Regards, Gerard McGlynn Workforce Management ...