Welcome to the Genesys Community

Hi, Just to clarify, my requirement is that every call should be represented in Salesforce as a VoiceCall record. I am referring specifically to Salesforce reports, not Genesys Cloud. The Salesforce reports we are discussing are based on VoiceCall ...

Hi Daniel, Welcome to the WEM Community 😀 You may want to start with the WFM Forecasts and Schedule Generation documentation. Genesys can generate workload forecasts and staffing requirements, and then create schedules from those forecasts. ...

Great to be here and part of this awesome team and community, looking forward to exploring topics that the community are interested in ! ------------------------------ Bijal Shah CX Advisory Principal Consultant ------------------------------

We're enabling Agent Copilot across a CX1 org. From the recent "CoPilot availability with CX1 – transcription" thread I understand Agent Copilot on its own enables transcription and brings fair-use minutes per user - that bit's clear. What I can't ...

Hi Ravi, One feature I've found particularly valuable is Genesys Cloud Functions. https://help.genesys.cloud/articles/about-the-genesys-cloud-function-data-actions-integration / They provide a great way to extend Architect and integrations ...