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

Survey and NPS report without going individually into each conversation ID

A performance view that shows the actually answer to survey and NPS score without going individually into each conversation ID to view customer feedback from the survey . To include or filter on promotors , detractors and neutrals .
Guest 5 days ago in  1 Declined

method to prevent agents' status change to "offline" due to "human issue"

when agents change their status to "meal break" or "lunch break", and then lock or close their laptops, their status automatically changes to offline. When they unlock or open their laptops and change their status back to available, the break time...
Guest 8 days ago in  1 Declined

Message Alert before we delete an evaluation.

Can we make an enhancement to add a yes/no confirmation message asking, "Are you sure you want to delete the evaluation?" before the system deletes the evaluation?
Guest 10 days ago in  1 Declined

Genesys Tab indicates the Phone Status

We are looking for a future possibility if a color-coded circle visible by looking at the tab that would coordinate with the applicable phone status. Red to confirm they're Off Queue, Yellow for the various break statuses, and green to show they a...
Guest 10 days ago in  1 Declined

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 11 days ago in  1 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 17 days ago in  1 Declined

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 17 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 18 days ago in  1 Declined

Component to programatically operate on an input

I would like to have a component that can operate an input progamatically i.e. Python, Node then have the output come out the other end. Sample use cases:Input -> A base 64 encoded stringDecode the stringOutput -> The decoded string Input -&...
Guest 22 days ago in  1 Declined

Segment Duration within Interactions

Hi, would it be possible to add segment duration within interactions so we can see a breakdown per interaction duration instead of the accumulating time of conversation duration. Thanks
Blair Ferris 22 days ago in  1 Declined