Welcome to the Genesys Beyond Ideas Lab! .

This is separate from the Genesys Cloud Ideas lab which can be found Here for product related feature ideas. The Genesys Beyond Ideas Lab is only for Genesys Beyond training ideas and feedback on any product related requests will be rejected here.

We encourage you to participate by voting on, commenting on, and creating new ideas. Popular ideas with high vote and comment activity will be evaluated by the Genesys Beyond Product Management team and an update will be posted. Community feedback will play a key role in which ideas are accepted by the team; however, not all submitted ideas will be delivered. Please note that this portal is for Genesys Beyond training ideas and feedback. If you have Genesys product-related feedback, please visit the Genesys Cloud Product Ideas Portal.

If you are looking for troubleshooting help or are wondering how to use our products and services, please contact Customer Care. If you are looking for Best Practices, please visit Best Practices Recording.

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Showing 260 of 260

Be able to filter on Manager in WFM

I would love the following function to be in WFM. To be able to filter on Manager in WFM, so you can get the group of agents that are under that manager and can work with that group.
Guest about 5 hours ago in  0 Submitted

Agent Assist - Ability to turn off/on click to copy for Agent Assist

Some operations leaders have stated have the click to copy button on Agent Assist may cause risk for agents copying incorrect/not tailored information to the customer. This idea is to make this button optional to turn on or off.
Robert Cooper 6 days ago in  1 Declined

Restrict Inbound Call for On Queue while making Outbound Calls

An agent can be responsible for doing Inbound/Outbound for same queue. Currently, when agent is setting the status to On Queue for Inbound and at the same time making the outbound call as On Behalf of queue. While making the Outbound there is alwa...
Guest 19 days ago in  1 Declined

Option to set Screen recording percentage in policy

Currently there is option in Recording Management to set maximum number interaction for Screen recording. This does not enable to set Screen recording percentage as per business need. Not all businesses need 100% Screen recording. Some need 10% or...
Guest 27 days ago in  1 Declined

Voice Transcription without a queue call (Inbound and outbound)

The requirement is to transcribe inbound and outbound calls that are not dialed on behalf of a Queue.
Guest 15 days ago in  3 Declined

Notifications for agent comments on evaluations

We would like to see a notification for evaluators when an agent adds comments on an evaluation. Currently the only way to see these is the Performance > Agents > Evaluations view and the column 'agent comments'. It would be very helpful for...
Guest 6 days ago in  1 Declined

External contact should not shared with the org

Often a Genesys org might have multiple teams and it does not benefit for them to have one external contact list as each team has a different set of contacts. Hence request is to have external contacts specific to different teams within the same org
Debo Sarker 13 days ago in  1 Declined

View By Year Time Off Requests

Hi, Would it be possible to add "View By Year" within time off requests in workforce management? This would allow an easier export by the year rather than individual users or monthly. Thanks, Blair
Blair Ferris 8 days ago in  1 Declined

Email Threading Toggle

As for other digital mediatypes, give the administrators the option to enable/disable email threading.Email threading causes major issues, since we cannot control how external parties send emails to us & the system then threads emails incorrec...
Lizanne du Plessis 6 months ago in  1 Declined

Consult a datatable from a condition in Outbound Rules Management

Allowing creation of outbound campaign rules, where the condition type will a data table. Currently it can be done through a data action, but there is a limit of only 2 data action queries.
Guest 3 months ago in  1 Declined