OK, so it is my understanding that a consult transfer is essentially a new interaction, so it won't have any skills associated with it. The solution would be to create an inbound Call Flow and transfer to that instead. You would then apply the skills ...

You would have to transfer to an Inbound Flow and then set the priority there when you place the call into the Queue. HTH ------------------------------ Paul Simpson Views expressed are my own and do not necessarily reflect those of my employer. ...

Hi I am trying to configure advanced alerting for my customer. Do we need to create .yml files for formulaprocessor and statserver and save it in the installation folder. And the doc says we have files located inside the installation folder. But ...

Is there a way for the system to automatically remove inactive agents from an established work plan? When I make an agent Inactive, Genesys removes them from other pieces of the system, but they still appear in work plans that were created when they were ...

Yes, SMS setup is required. Thanks, Russ! ------------------------------ Matthew ------------------------------

Hello! https://help.mypurecloud.com/articles/create-alert-rule/ We are not finding if there is an SMS cost associated or SMS set up needed to receive SMS Alerts. Can anyone point us to information regarding the cost of SMS when using it for Alerts ...

Hi all, I just want to chime in because I have a question that kind of aligns with what you are experience and what I am trying to figure out. I have some agents telling me that they keep getting calls from their respective queues even when they don't ...

What are the minimum hours on their work plans? If you set their work plans to a minimum of five days and 30 hours, they should always be scheduled for five days and 30 hours, regardless of what the requirements are. It looks like you might have a little ...

Hi Felicity, thank you for your response. Some users aren't allocated in the schedule... About Required and Required with Shrinkage numbers, I will see it. Thank you for the tip. Att, ------------------------------ Breno Canyggia Ferreira ...

Ha! You've noticed? Yes, it a frequently expressed frustration, both here and on the Ideas site, that communication on feature development is often lacking. This particular feature is one of the more heavily complained about ones in that regard. PureConnect ...