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  • Posted in: Genesys Cloud

    Avtex has real-time dashboards in Power BI that can do this.  It is all done through the API.   I the views, you would need to save based on a filter for each queue.  Also, the new Agent Milestones might be able to get you closer when it comes out as ...

  • Posted in: Genesys Cloud

    Two options.  Use Notifications on Users or Queues or use the new EventBridge function to pull tons of information directly off Genesys Cloud in real-time.    Information here:  About the Amazon EventBridge integration - Genesys Cloud Resource Center ...

  • Posted in: Genesys Cloud

    You could read in the body, make changes, then use and Autoreply to send back the changed body, but the original will not be changed in the chain. ------------------------------ Robert Wakefield-Carl Avtex Solutions, LLC Contact Center Innovation Architect ...

  • Posted in: Genesys Cloud

    It is really designed for internal transfers, but will work with external as long as that is not turned off at the trunk level.  You should be good.   ------------------------------ Robert Wakefield-Carl Avtex Solutions, LLC Contact Center Innovation ...

  • Posted in: Genesys Cloud

    Nothing really out of the box but scores.  Avtex Insights has a number of good evaluation and quality reports like this one: Check out their AppFoundry listing:  Genesys AppFoundry - Avtex Insights (mypurecloud.com) ------------------------------ ...

  • Posted in: Genesys Cloud

    Thank you all at Genesys for listening to customers, partners, and the community!  It is exactly this thought leadership and servanthood that has made Genesys Clout the best CCaaS solution in the world. ------------------------------ Robert Wakefield-Carl ...

  • Posted in: Genesys Cloud

    I use data tables as structured parameters all the time.  It is especially for timers and switches where schedules wouldn't work and I don't want people in Architect.  I even have a data action to turn on and off parameters in data table from the IVR ...

  • Posted in: Genesys Cloud

    Thanks Robert We were looking at the actual integration from AppFoundry that does provide for an embedded client in SF that enables wrap-up codes etc and you still get handle time etc in Genesys, just not the remote/from/to information or email content.  ...

  • Posted in: Genesys Cloud

    The main problems with routing emails through Salesforce: No control over utilization. No reporting of interactions in Salesforce No screen recording for Email interactions No quality management, sentiment analysis, or topic spotting No status ...

  • Posted in: Genesys Cloud

    Hi Robert, so what are the pros/cons of using a notification email that goes through to Genesys Cloud via it's native email processing vs process builder that goes directly to a queue/flow?  Neither have the email content but they both need an answer/end ...

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