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  • Posted in: Genesys Cloud

    Hi @Rechelle McConnell , The notification in GKN is just letting you know that when there is an outage it will be displayed at the top of the Genesys Cloud > Support page and that you will be able to click on the "Learn more" link to see further information ...

  • Posted in: Genesys Cloud

    Hello Haley, 1. It's currently not possible to view latest content of queued e-mails without using the APIs. The feature is under development and is currently estimated to arrive in December. https://genesyscloud.ideas.aha.io/ideas/INB-I-546 2. ...

  • Posted in: Genesys Cloud

    We have a simple common module for blacklisted numbers. We converted call.ani to a string and removed the Tel: for the DT lookup using Substring(ToString(Common.CallerID),4,20) ------------------------------ Jasper Donovan na ------------------ ...

  • Posted in: Genesys Cloud

    Hi Richard, Thank you for your suggestions. I will try that methods. ------------------------------ Yasuto Shinmura ディレクター ------------------------------

  • Posted in: Genesys Cloud

    You can use a wrap-up rule that a copy the contact over to another contact list and deletes the contact from the current list if it is already called or really based on just about any parameter you want to look at. ------------------------------ Robert ...

  • Posted in: Genesys Cloud

    You can use the in-queue Email flow to transfer the email to another ACD after a set period of time or based on a data action lookup for available agents in queue. You could also check for agents before transferring to the ACD in the Email flow. You ...

  • Posted in: Genesys Cloud

    David, the functionalities for CoPilot are the same as were for Agent Assist. You have to use the pop-out window to see the light bulb for these features. Yes, it supports the real time transcription and knowledge surfacing. I have not tried the generative ...

  • Posted in: Genesys Cloud

    Customer first uses AMD as per documentation: Settings such as Post Connect Call Analysis, Answering Machine Detection, and Beep Detection are enabled by default.. As for the OLI, Customer First should use the number defined in the queue where the ...

  • Posted in: Genesys Cloud

    Why not have that entire phrase be the canned response and build that in Architect before transferring to the agent. You could have a default of something like "No outages reported" ------------------------------ Robert Wakefield-Carl ttec Digital ...

  • Posted in: Genesys Cloud

    Hi All, I recently received a notification from the Beyond page, but I am unable to click the link or view the message. This information is crucial, and I'm concerned that I may have missed something important. Could you please assist ...

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