Hi Gina, No our approach will be a little different, in that the employee will bid on the work plan (set of rules) that they are happy to be scheduled by. We believe that this break from the traditional approach will provide a more flexible solution, ...

Hello Vaun. Let me check and see that will work. Reuben Goodwin Solutions Architect AD Customer Services 2850 W. Grand Blvd. | Detroit, MI | 48202 Phone: (248) 776-3663 rgoodwin@hap.org ...

Hi everyone I have a question with the intraday view about the number of connected agents. I have read the documentation about the difference between the "scheduled agent" and the "real" agent. I can't understand why the metrics are so different. The ...

How data table changes works for real time customers. If I change data in data table and The customer already in call will update with current data or old one. #ArchitectureandDesign #Integrations #PureConnectQAEpisode ------------------------------ ...

Hello All, I am currently trying to create web messaging for internal users to create tickets as well as create Genesys Cloud users based on those tickets. I am able to achieve this (within digital bot) if I have to copy existing users settings (for ...

Hello- I applied on behalf of one of my customers for the Beta trail of Messaging UI. Could you please advise if its been accepted and when it is due ? #BetaUpdate ------------------------------ Bill Gleeson Connect Managed Services (UK) Limited ...

Hi everyone, In Transfer to ACD, is it possible to route the interactions to either one of the ACD Skills defined? For example, the interactions can be routed to any agents with Language Skill AND (ACD Skill 1 OR ACD Skill 2). #Routing(ACD/IVR) ...

Hi Steven, Tried your suggestion but unfortunately it didn't work. I did numerous tests, worked with delays, removed boolean variable, etc and I can only assume that the script cannot handle the interaction state variable. I added the boolean variable ...

Just to provide an update, i have managed to find a solution by using "Evaluate a Schedule" as suggested, thank you for everyone's help and time. ------------------------------ Lewis Staffa Liberata ------------------------------

i'm currently working on a solution through Api for Holidays, there is this website in Germany https://www.api-feiertage.de/ that gets every Holiday of this year, i'm trying to build a Data Action that does the work. this might be something for you ...