Contact Center Knowledge Base Software Discussions

When you your organization first started using it and there after?

How do I restore surveys

If the call recording is done and want to delete it so how to do that in the setting

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Not any.

I had an issue with a guru that was modified and the modification date was missing, only the creation date, it should be possible to add that function to the database.

We get spam chats and then the user rates the chat bad. It would be nice to delete these types of ratings as they skew our numbers and they are not a valid "bad" rating.

While in a call, or at the end of a call, when trying to add a phone call to the contacts ist, it takes you into another screen, and by doing this you don't get to submit the disposition or you submit the disposition and then you have to go into activities later and find the call to add to... Read more

How long have you been in the industry? I would like to know

Right now we are using a default setup for ourselves but after the update, we need to select the disposition and the sub dispositions separately and it takes our extra time to dispose of the call. It would be really helpful if we get customization for the quick disposition so that we can submit... Read more

Serian el complemento perfecto para una sola plataforma, tener que contratar dos servicios aparte, y ademas sunshine para poder utilizar la parte de mensajeria, hace que su flujo de trabajo capte menos empresas.

Currently it is only possible to get chat sounds, but was wondering if there is the ability to get sounds/notifications for emails and web form submissions.

While closing tickets need to close one by one instead of closing bulkly

The gmail extension makes it too easy to save some menial threads that I don't want to delete.

If the messages come in and the agent doesn't have chat access they can't translate the ticket.

I like the genesys cloud. There is no further query. Thank you

on the agent workspace, email chains keep being pulled into the conversation flow. this is where the customer responds back with the entire email chain as their email. this makes it extremely hard to find the latest reply when it is somewhere half way up the ticket

Which are the best practices when creating or customizing the triggers?

I received an error message when attempting to upload the screenshot of me signed in. Let me know if you would like me to provide it another way.

Has anyone found a way to build quizzes and knowledge checks within C2Perform? The only solution I can find is to build externally in a separate app, convert, then uplaod.

We are constantly on the lookout for great ideas and best practices for all things related to contact centers and customer support operations (non-contact center). With the shift to remote workforces, we'd love to hear how you or your company helps bridge the distance gap with your teams to... Read more

Would be nice to know what are the limitations others come across in Genesys DX

Sometimes I receive complaints from customers about waiting for too long in the queue and I was wondering what is the best way to move this information to Microsoft Excel, are you planning in the near future to have a way to move or create spreadsheets from talk desk to Microsoft excel?

Calling function & mailing function for a team within the CRM users.

I am used to writing emojis and emoticons with the keyboard, it saves a lot of time. But when I talk to a customer over the chat, I have to go and use the emoji menu, instead of the regular format starting with ":", are they going to be implemented for a faster use?

When will you allow us to track metrics for "messaging" such as missed chats?

Nothing to describe.

Very nice mgyjhyhhggyhbhhh

Like is this even necessary

When I turn on my talkdesk my status is always available, I wish it could be changed and that I can put it on at will, before turning on the talkdesk to put my status offline

Why can't I leave notes on the Talk board, I think it would make it easier for all of us in our work how, so we can keep track of the jobs we do, this app is great, and I think it could work on its own, without any other apps , we have a lot of calls a day so I think notes could help in some... Read more

It bothers me that I can't log in to the status I want to be when I log in to your application. In most cases I do chat on Kustomer and I need to call the client, I need to log in by default, I am online, and then at that moment I get a call that automatically appears and then I need to make... Read more

For simple app there is no questions!

Brian Barnes told me on a zoom meeting that he was going to enable the capability and send me an email on how to access and it, apparently never happened, or at least I never received the email.

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Is it possible for contact form submission information (submitted by customers/end users) to be directly updated in the end user's Zendesk profile? For example, if a contact form submission comes in and the end-user submits their phone number, we have to manually enter this information into... Read more

Updates don't seem to be being pushed through to the BING platform when we go into the native platform. How has other users got around this?