On this episode of the Genesys Cloud Q&A Show, two Genesys experts, George Ganahl and Patrick Johnson, share demos surrounding the new Agentic Virtual Agent that just went GA this month, and also how to restrict Genesys Cloud UI when using CX Cloud. These ...

Thank you Kaio for answering in such detail and for sharing your approach. That makes a lot of sense, and it is really helpful to see how you are handling duplicate prevention through the ANI/contact lookup together with the open ticket check, rather ...

The subscription doesn't give you access to a lab... It will give you access to courses taught, where a lab will be available. Let's wait and see if anyone knows anything. ------------------------------ ...

Hello Caitlyn, As of right now, Genesys Cloud doesn't support restricting automated scoring in programs to only interactions where specific topics are detected. When you turn on automated scoring, it evaluates all interactions within the assigned queues ...

As far as I know, no. ------------------------------ Kaio Oliveira GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br. ---------------------------- ...

Hi Chastity One option that might help in this scenario is using the monitoring features that are already available inside Genesys Cloud. During a live interaction, supervisors can monitor calls in three different ways: Listen – The ...

I appreciate your help. I turned on logging and then tried it again, and this screenshot shows some errors and warnings. I don't know enough to understand if it's even relevant, but thanks again for the insight and response. I would like to say ...

We had the same issue. What we discovered was a couple of things: Toggle off the persistent connection in the WebRTC phone Remain logged in to Genesys on a laptop/desktop It seems like the app isn't meant to be a replacement for Genesys desktop, ...

We have been experiencing the same issues. Lot of Dead air and dropped calls with wireless headsets. ------------------------------ Chas Desper USSFCU - Project Coordinator Alexandria VA ------------------------------

@Kaio Oliveira , After playing TotalAmount, the call is transferred to another flow where an API is invoked. If the API returns data, the call is routed to a different path. If the API response is empty, the call is redirected back to the original flow. ...