Thanks Mateus. I understand that the system creates a separate summary for each agent segment (Agent/ACD). What I still need clarified is this: For each agent segment, if the agent manually edits the summary in Agent CoPilot, is that edited ...

Hi Minhaj, Some of our businesses have different priorities to others, so when it comes to measuring performance, that can vary. For those who typically work on Inbound calls, we'd look at ASA, Calls Answered/Abandonment%, Service Level. For Outbound ...

Hey Amanda, I ended up finding them in the "Interactions" tab within Analytics Workspace by filtering by Form. You can also add a column for the evaluation score. Currently I don't see them under Evaluations or Agent Evaluations, but I think ...

Hi Jake, I am not able to find the Auto Completed evaluations anywhere. I have the program set to all flows and queues, and 100% of interactions, and not getting any results that I can find. Have I missed something? ------------------------------ Amanda ...

Hi Minhaj, In many cases we approach optimization on a use-case basis rather than focusing only on individual metrics. When reviewing opportunities, we usually ask whether a change will improve the customer experience or increase operational efficiency ...

I'm doing the same, something to note, the trigger only fires at the end of the interaction once the STA and Topic Spotting is completed against the interaction, so you can't use this to do live call spotting. The trigger only passes GUIDs too, I got ...

Hi Minhaj, In environments running Genesys Cloud at scale , optimization usually comes from combining operational metrics, governance, and continuous monitoring rather than focusing on a single ...

Good Day Community, As a Sr. Technical Account Manager, I'm constantly working with customers who have successfully implemented Genesys Cloud but want to optimize their [specific feature/capability]. I'd love to hear from the community: 1. What ...

From my experience, one approach that has worked very well is to design a safe fallback path for unexpected situations. For example, whenever there is any type of failure - API errors, recognition issues, unexpected responses, or flow exceptions - I ...

Great insights, Brad and Luiz! As a Technical Account Manager, I've seen customers struggle with this exact challenge. One additional recommendation: work with your CSM to schedule regular bot performance reviews using the Optimization Dashboard metrics. ...