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  • Posted in: PureConnect

    hey community  hope this message find you well , I have an issue in exchange/area code report .. I was try to fetch data for international number for my call center and I shocked there is null value into exchange / area report for (area code ) field ...

  • Posted in: Genesys Cloud

    Here are some guidelines using GC in a VDI environment, https://help.mypurecloud.com/articles/run-genesys-cloud-in-a-virtual-desktop-infrastructure-vdi-configuration/ If you are going to use WebRTC,  you might run into latency issues. Genesys is coming ...

  • Posted in: Genesys Cloud

    You could just try typing the group name into the search bar on the top right then view the group when it comes up in the list.  That should show you membership AND whether they're logged in or not. Vaun McCarthy ,  05-04-2021 22:24 Perfect!  ...

  • Posted in: Genesys Cloud

    Our Customer's goal is to have the Zendesk ticket created by the integration be assigned to the agent who answered the call.  There is field in Zendesk call "Assignee", which is the field we are looking to populate with the agent who answered the call. ...

    1 person likes this.
  • Hello Community Members,​ Today we are happy to announce  the   release   of   a Speech and Text Analytics enhancement. In February we   announced the release of  Topic  manager and  T o pic Spotting  which allows you to build  ...

  • Hey WEM Community members! As you may have heard, the 2021 Gartner WEM MQ is here! 🎉 This has been especially exciting for us at Genesys because Gartner has named Genesys a WEM Visionary (for the second year in a row!), which closely reflects ...

  • Posted in: PureEngage Cloud

    Hi Tang; Sorry for the delayed response. In a lot of cases, it is difficult to perform comparisons of metrics in GCXI (drawn from ICON/GIM) with those in WFM (drawn from Stats Server) because each environment has it's own internal structure, and calculations ...

  • Posted in: Genesys Cloud

    Hi Rahul, You have to look at it the other way where agents belong to multiple planning groups instead of queues belonging to multiple planning groups.  So for the example provided, I would setup 3 planning groups...one for each queue.  Agent 1 would ...

  • Posted in: Genesys Cloud

    Hi Daniel, For two queues you need to specify segmentFilters with predicates and dimension. "segmentFilters": [ { "type": "or", "predicates": [ { "type": "dimension", "dimension": "queueId", "operator": "matches", "value": ...

  • Posted in: Genesys Cloud

    Thanks, Cary.  Just to clarify. "On Queue" represents that they are available to take new queue calls, correct? ------------------------------ Mark Sorokach Travelers ------------------------------

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