Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.

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Discussion Thread 2 Is there a way to remove the "Wait for the next agent..." message when a predictive dialer calls connects to an agent.

Discussion Thread 4 Turn off DID prompt?

Discussion Thread 2 Why does Queue Metrics Daily reported “Offered” calls rarely equal “Answered” + “Abandoned” + “Callbacks” + “Transferred”? What is the best metric to determine calls actually received in day in a queue?

Discussion Thread 2 Why do queue calls go to agents that are off queue trying to finish after call work?

Discussion Thread 2 How do you clear interactions in queue that are showing as "waiting" that are not really in there? They have been in our queues for almost a week now.

Discussion Thread 5 Agent's “Interacting” status - "After Call Work"/"Talking"/"on Hold"

Discussion Thread 4 Is there a way to add promotional messages to customers waiting in queue.?

Discussion Thread 9 Inbound call to agent extension shows up as gibberish

Discussion Thread 2 When I follow the steps to monitor a live call, it rings into the rep like I am calling them. It does not let me hear the call. What is wrong?

Discussion Thread 3 Is distributing a call to a queue with a priority influencing only that queue, or all waiting calls ?

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Discussion Thread 2
Is there a way to remove the "Wait for the next agent..." message when a predictive dialer calls connects to an agent.

Discussion Thread 4
Turn off DID prompt?

Discussion Thread 2
Why does Queue Metrics Daily reported “Offered” calls rarely equal “Answered” + “Abandoned” + “Callbacks” + “Transferred”? What is the best metric to determine calls actually received in day in a queue?

Discussion Thread 2
Why do queue calls go to agents that are off queue trying to finish after call work?

Discussion Thread 2
How do you clear interactions in queue that are showing as "waiting" that are not really in there? They have been in our queues for almost a week now.

Discussion Thread 5
Agent's “Interacting” status - "After Call Work"/"Talking"/"on Hold"

Discussion Thread 4
Is there a way to add promotional messages to customers waiting in queue.?

Discussion Thread 9
Inbound call to agent extension shows up as gibberish

Discussion Thread 2
When I follow the steps to monitor a live call, it rings into the rep like I am calling them. It does not let me hear the call. What is wrong?

Discussion Thread 3
Is distributing a call to a queue with a priority influencing only that queue, or all waiting calls ?