Yes all good, except check step-16 in the in-queue flow where you will need to use "Call.CurrentQueue.name" ------------------------------ Vineet Kakroo FIL Fund Services (Bermuda) Limited ------------------------------

Good afternoon, Has anyone implemented a way to accurately extract the data to start getting information on first contact resolution? Some of our teams are looking to report on how many times in a month people are contacting us on a given wrap code. ...

@Vineet Kakroo Not sure if the config is correct or not. Please help advise. ------------------------------ Nuttapong Limadisai Beryl 8 Plus Public Company Limited ------------------------------

Hello everyone, We're looking to track whether agents are either not responding to specific calls or actively rejecting them. Is there a metric or dashboard available that provides insights into this? Alternatively, can we consolidate various metrics ...

Hi Nuttapong, This is exactly how we have setup ours. Some additional steps. We only have one "transfer" specific in-queue flow. In this flow, what we have done is to check the current queue name, and if that queue name contains word "Transfer" in it, ...

Hi Aaron, I was just looking at the predictive routing (we are planning to implement) and found the action maps About action maps might help in this scenario. ------------------------------ Phaneendra Avatapalli Monash University -------------- ...

Hello Genesys Cloud Community, Genesys is constantly updating its user interface to follow industry trends and standards. We are excited to announce the upcoming new agent-facing Canned Responses panel. In approximately 90 days, agents ...

Hi Rich, Thank you for sharing your flow I will look at this and see if we can do similar in our bot. Regards Phaneendra ------------------------------ Phaneendra Avatapalli Monash University ------------------------------

Hi Aaron, Thank you yes we added few phrases already will have another look. Had a look at few bots where if a customer clicks on "no the article didn't help" then it just escalates to agent directly. While here looks like customer will need ...

Hi community, We are trying to understand what is the optimum value to set for the automatic inactivity time out. The default is 480 min which seems too high. If we set a lower threshold (e.g. 60 mins) and someone was in, for example, training ...