So, you can definitely filter on queues and skills, but best is to show the Queue and Skill column and user in the interactions, filter for the agents or queue you want, then bring them into Excel or a BI tool that can do a pivot table on those attributes. ...

That is the problem with asynchronous interactions. With our iSync and most likely with A3S from Genesys, there is the need to always reconcile conversations that span over days or even weeks as with Email. The only possible solution is to only report ...

Of course you could add the words to the utterances to an intent and do whatever you want then recognized. We don't have a notification topic for Topics, but you do have one for transcription which could be used to "look for" these phrases and run a ...

Without knowing more about your survey integration and flow, all I can think of is maybe look a whether you could do transfer to flow instead of transfer to number. That's working on the assumption that the survey is actually run within an Architect ...

Thank you for your ideas, Anton. I think we will create internal DIDs and map them with skills using data table. The only limitation of this method which I see at the moment, is that the agent can't check how many agents are logged into the queue ...

please ignore i found the answere. it shold be OR. got 80Krecordings now. ------------------------------ Khurshid Ali, Consultant / Developer / Tech Lead, NCR Voyix, khurshid.ali@ncrvoyix.com, New Delhi, India ------------------------------

Hi I have two inbound call flows 1 is the main flow (auto transfer) and the other is just 1 interaction that transfer client to the survey when agent disconnects the call. When setting up this interaction it requires a DTMF to be selected which will ...

Thanks Cameron. I discovered this after posting this. I can do this through APIs. Can you please let me know, how do I filter recordings based on Division ID (below 2 division have closed to 100 queues) that I need to filter and export it to S3 ...

Hello Angelica! Sorry to hear this is happening. 429s are a rate limit error. It sounds like something with the chat is hitting an endpoint to often or making to many requests in a single moment. I have put our documentation below: https://developer.genesys.cloud/platform/api/rate-limits ...

Hello Khurshid Ali , Genesys Cloud policies are not retroactive, please see for more details: https://help.mypurecloud.com/articles/create-recording-policy/ Any edits you make to a policy only apply to interactions that happen after you save ...