Hi,  We like to explore if customers can initiate contact with a Genesys Cloud customer service agent directly from the website and without the need to install an additional third-party application. i.e. website visitors / customers can perform direct ...

Hi Elliott If I'm reading that right you want these agents in the Queue to make Outbound calls but not receive Inbound calls for that same Queue. You can have the agents in the queue membership but deactivate them, this allows them to still make outbound ...

Hi Everyone, Just wanted to confirm if there is any ETA for the orchestrator idea? Few client asking for same use case which is GC to have the flexibility to update 3rd party database (via API) for certain interaction event.  I do understand AWS event ...

Hi Daniel,  Thanks for your reply. ------------------------------ Yaw Han Chin ITApps Sdn Bhd ------------------------------

Hi Chuck, I have a couple of questions regarding the last paragraph in the web page below: https://help.mypurecloud.com/articles/about-deferred-work/ The paragraph says: " The system informs you if you have a media type that is not deferred work, ...

Currently have callback (ID1) interaction making auto outbound call, but when machine answers, I trans the outbound call (ID2) to a pre recorded message. How can I send a SMS message without messing up the retry on the Callback. When I do it this way ...

Hey Sundar, It's only at one customer site and they're using Edge Chromium. They have other sites that are using the same Genesys org that don't have this issue. It happens all the time, first login, after sleep mode. I was able to replicate via troubleshooting ...

Hi Community, I have taken on the role of Workforce Planner. The previous person in the role had full time workers set up so it automatically added the agents meal and breaks. However when adding casual workers it doesn't automatically add the meal ...

I've been doing some digging and cannot find an answer to this.  We have Agents that are on call for any given Queues.  There are some queues they need to make outbound calls for, but should not receive inbound calls (ON QUEUE).  I found the below forum ...

Is it possible for Genesys, via the Care team, to provide details on which of our users in the org have scheduled performance exports? We have over 300 users with supervisor roles and we want to try avoiding an email blast "if your reports got stuck, ...