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 264 of 264

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

Post Call Survey

We want to request the ability to trigger a Post Call Survey to the caller at the end of a voice call. The survey should be triggered when an agent ends a call and this should be configurable. The call, once terminated by the agent, can be transfe...
Omkar Kinikar about 1 year ago in  1 Declined

My Interactions – ANI and DNIS should be presented in the view

Customer wants to see in My Interactions Performance view ANI and DNIS. Currently report presents these parameters masked with “********”. Please display in the view ANI and DNIS or make it possible via any configurable parameters.
Guest over 1 year ago in  5 Declined

View an Agent's Assigned Queues in People

When working in Admin\People and viewing the Queues tab, we can't currently filter the list to show only the assigned queues. It's necessary to page through all queues to see which ones are selected and assigned. This makes assigning queues very c...
Guest about 1 year ago in  1 Declined

Service Levels for Email - Closed Hours Should Not be Considered as Delay Time

When reporting on service levels, we would like the option to configure certain queues (email, mainly) to ignore closed days/hours. Use Case: If our goal is to answer emails by the next business day, we set a 24-hour service level target. We are o...
Guest about 1 year ago in  2 Declined

GCX shows offline agents under performance >> Agent status view

Customer use Agent status view under performance tab to monitor agent statistics. The view shows agents who are offline as well with no option of removing offline agents from the view. While customers can select agents manually for a large contact...
Amit Shrivastava over 1 year ago in  2 Declined

delete inqueue button

hello team, one of our customers is asking us the possibility of generate a permission that help us to delete the inqueue button from the view of our agents, in order to avoid that them can remove from the queue by themselves.
Guest 12 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 4 months ago in  1 Declined

Add TAB Under "People & Permissions / People" to export all currently configured people.

Add TAB Under "People" to export all currently configured persons. Currently there is only an option to "Add Person" or ""Bulk Import".
Guest 5 months ago in  1 Declined

Roles to Restrict the action related to "Action to Perform" for QA Administrator.

QA Admin may not be the right person to decide Call Recording parameters in some Organization, which will be decided by the IT Administrator. The current Role of QA admin has an option to edit everything related to the policy not restricted to the...
Guest 5 months ago in  1 Declined