Hello, I found this link: https://github.com/MyPureCloud/purecloud-for-salesforce-einstein-example . Does it discuss the feasibility of using Salesforce knowledge bases on the agent assist toolbar of Genesys Cloud? My objectif ...

One needs to understand Bots are not the end all be all for everyone. Even though I develop bots for my own organization I find bots for many organizations are unusable (for me). As a best practice we have adopted the policy if a user needs to repeat ...

I am interested in FCR as well. I would appreciate any information you receive. ------------------------------ Kristie Mead Valley Strong Credit Union ------------------------------

Does Genesys have a description dictionary for each permission? There is a description next to each permission, but they are vague. It does not tell exactly how the system will behave when selecting a permission. ------------------------------ Matthew ...

Recently when we place a user in "inactive" mode (leave of absence, etc.) their roles and permissions are deleted. Even the default roles disappear. When we set to "active" we have to re-apply them. Is there a change we missed or is this a glitch ...

This is a tough one. One of the places on my bucket list to visit is Japan. I'd like be able to tour both a city and the countryside just try to take in everything Japan has to offer. If I had to go with someone, I'd probably say that I would take my ...

The message indicated that requested shift payable time is different from what has been scheduled or specified in workplan. i assume that schedule has not been created for July yet, so it has been a comparison against workplan. Please, check if the ...

Partial day time-off requests that are outside the scheduled or configured shift are always approved. However, their payable hours are set to 0. Such requests do not count against the limit as it is assumed that a person is not supposed to work during ...

Well yes it does not seem to reflect on there for some reason. Maybe needs a ticket to Genesys. What you need to do is to check the api/v2/conversations/{conversationId} API in https://developer.genesys.cloud/devapps/api-explorer-standalone and use the ...

@Vineet Kakroo Can't check from here? priority here is only what passes from flow? If you want to check What should I do? ------------------------------ Nuttapong Limadisai Beryl 8 Plus Public Company Limited ------------------------------