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Hi Phaneendra, Yes in essence that is exactly right! I've not managed to track down a 'specific view' on Genesys to observe what exists in the 'hold' queue as a real time indicator. This & a historic overview is the most beneficial to me. At present ...

Hello! We could not find any workaround for storing the info in Genesys. However, as the info was being exported outside Genesys for storage purposes, what we did was that the integration pro-actively injected the information into the external system. ...

Hi Adrian, Were you able to over come with any workaround to get any data written as participant data when customer disconnects the call. We are also stuck in similar kind of situation. Regards Raghu ------------------------------ HM Raghunandan ...

Hello Stephanie, Our development team is aware of this problem and currently working on a fix. At this time there is no ETA. But I will monitor the ticket and report any changes here. If you have any concerns or need to report any changes related to ...

Hey Paul, the recording use case is certainly interesting. I'm going to start with the "easier one", number two. I'd recommend using Voice bot to collect an utterance for the prompt change, then allow the person to hear a TTS playback of the utterance ...

HI Paul, You mentioned on your post BOT option... Had a customer asking same thing, wanted ability for caller to leave a message, I used a BOT to capture the message and used the transcription from that and presented in the agent script page. ...

Thanks @Phaneendra Avatapalli ------------------------------ Nser Katerji Senior Software Engineer ------------------------------

Hello Yvgeni, Yes, this is possible, but it typically requires a few pieces working together. For the Media Helper side, you can configure the Genesys Cloud desktop application to run as a WebRTC Media Helper and set it to launch automatically when ...

We read this as being for when best skills routing is applied to a queue and evaluating the agents to take the calls not quality evaluation. Can we get clarity in this? ------------------------------ Judy Kerbel ------------------------------

Hi Ben, It sounds like you're trying to consolidate the process into Genesys and remove the dependency on Gmail labels. For the first two questions, I would expect the queue and interaction views/reports to provide both the current state of the ...