Hi Danilo , check if it helps : In Genesys Cloud Scripts, the participant data variable only stores the Value field. There is no native mechanism to automatically store or retrieve the Display label in participant data. Why this happens ...
Here are the Genesys Cloud CX Release Notes for this week! Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
New Feature: Agent Timeline View is Now Live! We're excited to announce that the Agent Timeline View is now available in Genesys Cloud! This new view gives supervisors powerful visibility into an agent's day, providing a detailed visual timeline of status changes and interactions-including voice, chat, email, message, and callback sessions.
Welcome to your go-to resource for modernizing the Genesys Cloud agent workspace. This toolkit has everything you need to ensure a smooth transition to the multipanel agent UI. There are 10 Chapters in the toolkit, many with more than one thing for you to check out. So, dive in to the material to learn how to adopt this exciting update.
As it stands today, Genesys customers and partners who get the most from their learning subscriptions are consuming the instructor-led training and also using the self-study and eLearning courses as references and/or in preparation for certification.
Hi everyone, We're pleased to share some upcoming enhancements to how Coaching and Learning appointments are scheduled in Genesys Cloud. These changes aim to give you more control, greater transparency, and a closer alignment to Workforce Management (WFM) priorities, while still offering the flexibility your teams need day to day. Why We're Making This Change Many of you have told us that ...
