Library Entry

Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows

In this video @Brian Feeney talks about Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows. Bot authors can now use Architect’s Transfer to ACD action in the same bot flow to escalate customers to agents. Previously, to use the transfer to ACD logic, bot authors had to...

20230913_FeatureReview_DX_Bots_DialogAndDigitalBotTransferToACD_BF.mp4

Library Entry

Restricted access to details about predictive routing agents

In this video, Brian discusses the new feature - Restricted access to details about predictive routing agents Genesys Cloud now restricts details about predictive routing agents, their scores, and their relative interaction ranks in the Interactions view, Agent Interactions Detail view, or...

20230323_FeatureReview_DX_Digital_Restricted access to details about predictive routing agents_BF.mp4

Discussion Thread 1

ACD Queue can't routing agent beacause agent status mismatching(interacting status)

Discussion Thread 4

Consult Transfer

Discussion Thread 3

Bullseye not compatible with WFM

Discussion Thread 6

how to achieve Sticky Agent routing in Purecloud

Discussion Thread 12

Outbound Email campaign

Discussion Thread 2

Routing with two possibailities

Discussion Thread 1

help.mypurecloud.com

Discussion Thread 7

Forward eMail interaction to external eMail address