Discussion Thread 29

Upcoming UI changes in agent desktop: Single customer view

Library Entry

Agent Performance & Coaching: Harnessing the Power of Analytics

Contact center agents are the front lines of your brand experience — and your brand’s success. But they don’t always get the feedback they need. Contact center managers can coach agents based on data — not hunches. #Contactcenteragents #Contactcenterperformance #Contactcentermanagers ...

Video - ObserveAI Webinar - edited - version 2 final.mp4

Discussion Thread 3

Agents providing feedback to supervisors on interactions

Discussion Thread 1

Notifications for Agents in Genesys Cloud

Discussion Thread 2

Agent Getting Kicked Into Inactive Status

Discussion Thread 2

if my colleague has walked away from their desk and a call comes through to their direct line is their a way for me to answer that call from my phone. I have tried to find the solution for this issue but have had no success.

Discussion Thread 8

Can we set an alarm / notification to users when a new Evaluation is made ? Now agents don't receive a notification and must check there dashboard frequently..

Discussion Thread 4

How do I download a copy of all the contacts within my organization? Phone numbers, email addresses etc).

Discussion Thread 4

Is it possible to play scored interactions over SIP station? Our users don't have a usb headset/speaker, just a regular SIP Station. The PC has a soundcard, but we don't use them.

Discussion Thread 4

Reply on e-mail interaction only contains the reply and does not include the original e-mail send by customer!? Is this a bug or a setting ?