Yes, that same flow handles all calls that end up in voicemail. ------------------------------ Jan Heinonen Contact Center Specialist GlobalConnect AB ------------------------------

Hi, Using skill expression group on queue is also interesting. For exemple : a queue 'sales' requiring 'sales' skill can be populate with skill expression group (sales >=0). And you don't have to add/remove each agent. They just need to have 'sales' ...

We have recently moved onto Genesys CX from the old Bold platform and whilst the initial feedback has been good we have had reports that customers are not getting a notification when our agents have sent them a message which is causing some issues with ...

Hey WEM Family! Check this post out!!!!!! I'm not eligible to win (Boooooooo) but it's too good a prize to not share........... We're excited to announce the launch of our " Your Voice, Your GKN: Share and Win! " contest, exclusively for community ...

Hi Ehsan, thanks for starting this conversation, reporting is something that we are always looking to build on. Please take some time to view the reporting Ideas suggested within Ideas' Lab Export and Reporting. While here you can add your thoughts ...

If you have set to forward a call to your mobile phone number but cannot forward the call, I'm not sure where the setting is in the trunk? Is this caused by setting rules on the trunk or audiocodes? Can I redirect the number called from the incoming ...

We released Monitoring for Digital Channels in November 2023 > https://help.mypurecloud.com/releasenote/november-29-2023/ Coaching is coming next > https://genesyscloud.ideas.aha.io/ideas/DIG-I-1181 ------------------------------ Angelo Cicchitto ...

Hello, when we create more fields than fit to one screen (more than 5) we have to all the time scroll up and down. would be possible have the menu for creating new field upon created fields not below? #BetaUpdate ------------------------------ ...

Hi Alejandro, Genesys is offering several types of billing based on your use-case and preferences. You should get in contact with your AE (Account Executive) to get some possible quotes & calculations. Best, ------------------------------ Georgy ...

Hi there, We are using digital bot flows and wanted to get articles from the knowledge bases in Genesys Cloud CX. However, replacing a part of the article seems impossible as the "Show Knowledge Article" action does not support formatting or doing string ...