Genesys Cloud - Main

Hello,

Apologies if there is already a discussion thread out there. I found this idea: ANLS-I-947 regarding separating when an agent receives an alert-no answer due to customer hanging up during the alerting period vs. when the agent declines/doesn't answer. I saw it was merged with another idea: ANLS-I-102.

The note for ANLS-I-102 is from 12/1/23 and says it will be a priority in late 2024 or early 2025. Someone commented on the idea on 3/13/25 asking for status, but there has not been a reply. 

Is there any newer update as far as an ETA on the roadmap? Idea ANLS-I-102 currently has 15 ideas merged together with it. 

Hi Lindsy,

I would recommend voting for the idea and adding your use case: Differentiate and Capture when Agent is "Not Responding" and when the agent actively "Declines" an Interaction that will help them with the scoping of the idea and you will receive updates when the PM team provide updates.

Hello,

Apologies if there is already a discussion thread out there. I found this idea: ANLS-I-947 regarding separating when an agent receives an alert-no answer due to customer hanging up during the alerting period vs. when the agent declines/doesn't answer. I saw it was merged with another idea: ANLS-I-102.

The note for ANLS-I-102 is from 12/1/23 and says it will be a priority in late 2024 or early 2025. Someone commented on the idea on 3/13/25 asking for status, but there has not been a reply. 

Is there any newer update as far as an ETA on the roadmap? Idea ANLS-I-102 currently has 15 ideas merged together with it.