Beyond has released a new course on Empathy Analysis which i nvolves evaluating an agent's emotional intelligence and ability to empathize with customers during interactions. This course is part of the Quality Assurance and Compliance learning ...

Hi Latitude Community! I've been hearing anecdotally that many Latitude customers are having trouble hiring new collectors. We recently formed a partnership with Resolv Global, a BPO focused on Credit & Collections who has a solution. If you, or any ...

@Georgy Rudnev thank you for the feedback! I have shared this information with our Telecom team and can circle back here if any further inquiries arise. I am hoping this is the key to ending this item for our company. Regards, ------------------------------ ...

You can use Identity: Or you can use Caller Address (this is easier). Att, ------------------------------ Breno Canyggia Ferreira Marreco https://www.linkedin.com/in/brenocfm-40b62182/ ------------------------------

Hi @Breno Canyggia Ferreira Marreco Config this Outbound SIP DNIS? ------------------------------ Nuttapong Limadisai Beryl 8 Plus Public Company Limited ------------------------------

Hi Nuttapong, Test the Caller ID configuration in the trunk. https://help.mypurecloud.com/articles/external-trunk-settings/ Att, ------------------------------ Breno Canyggia Ferreira Marreco https://www.linkedin.com/in/brenocfm-40b62182/ ...

Hi Jean, How do you do? I hope so good. Interesting your recommendation. I will add this option to my mindset for planning the future. I would like to have reported in real-time for monitor persons than have that Queue A and skill A >=2 for example. ...

Hi @Breno Canyggia Ferreira Marreco Can do this on Genesys? Can this be done on the Trunk? And where do I need to configure it? ------------------------------ Nuttapong Limadisai Beryl 8 Plus Public Company Limited --------------------------- ...

Hi Nuttapong, In the Trunk config, you can set the default "FROM", its don't dynamically or you can use AudioCodes for manipulation to headers. I prefer to stay in this configuration in SBC every time. Att, ------------------------------ Breno ...

Hi Jan We are using web messaging. That's frustrating. I can't find anything to suggest this will be implemented or announced though. ------------------------------ Toby King Allianz Insurance ------------------------------