Understanding Agent Empathy This feature goes beyond traditional metrics, leveraging AI to assess both customer sentiment and agent empathy, providing supervisors with a nuanced view of interactions. Bridging Performance Evaluation Gaps No longer ...

Understanding Agent Empathy This feature goes beyond traditional metrics, leveraging AI to assess both customer sentiment and agent empathy, providing supervisors with a nuanced view of interactions. Bridging Performance Evaluation Gaps No longer ...

I had a chat over 2:30 mins which is not too long or short but seems still I see the transcription but not summary ------------------------------ Shailesh Singh Accenture Solutions Private Limited ------------------------------

Is this occuring in the desktop client or in a browser? If in a browser which browser? I know you mention it working in Edge but I don' tsee any other details in your description ------------------------------ Bob Hall Southwest Business Corp. -- ...

Hi Dean, Is it only when transferring to a number this could work? Our agents transfer to an external contact, which is an internal DID that points to a flow (in this case the DID ending in 1724), but it's not showing up to the session DNIS and it doesn't ...

You'll likely find the 3rd participant is a queue. Check the conversation timeline as you should see a participant on each row. You can use the GET /api/v2/conversations{conversationId} API to get the detail of one of your conversations and check the ...

Hi Emmitt, I think a previous post may help answer your question. I found this helpful, hopefully you do also. PureConnect - Genesys If you want to see the discussion, look below... All credit goes to Tim Cannon from this thread . #Report ...

Thank you for your response, we do use EWT, but the check on agents available seems to give us logged in head count - and not the ones ready/availabe to take a call. I was looking for combination of the two to decide. What would be the property ...

By the way, what is the ACW option? ------------------------------ Venkatachari Krishnamachari Skylux Inc ------------------------------

Hi, Got the Barge In feature enabled on the org. For some of the users, getting the error attached Also observed an error if a User tried to Barge In to a call which was Barged In by another user earlier. #Unsure/Other ------------------------------ ...