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For a deeper look at how we approached scalable Copilot + Knowledge at a fintech operation, here's a link to my post that goes into architecture, labeling strategies, and learnings: 👉 ...

Hi Krista, great question - this is a very common gap, and you're not alone in looking for a more "end-to-end" view of how Knowledge, Copilot, and analytics really work together in Genesys Cloud. Here are some practical best practices based on ...

I'm looking for a way to notify the agent when the email interaction they actively have open has an additional message appended to the thread. Here is a real-world example that occurred that I'm looking for a solution for: 1) Customer sends email ...

Hi Daniel, thanks for the clarification. Our agents are using multiple screens and both are recorded, we are not clear is that counts one or two in the active screen counting? ------------------------------ Senih Demren Senior Technical Specialist ...

Hi Jason, Just updated my C1 support as well. I can frequently reproduce the issue now. When making a call, we follow the steps below, specifically the "Alternative, type the phone number and press Enter ." Once you press enter, the participant number ...