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 271 of 271

The background of Dashboards are always black in colour

Ability to modify background for dashboards to other colour palette like white will be helpful, if we were to use dashboard stats for executive reporting and will save printer ink (if a printout is taken)
Debo Sarker about 1 month ago in  1 Declined

real time call waiting on Dashboard widget

Currently in Dashboard, Genesys only displays call waiting time after the status of the call has changed from waiting to answered Real time Call waiting stats are available in Queue perfomance However, this information is not realtime within the d...
Debo Sarker about 1 month 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 about 1 month ago in  3 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 about 1 month ago in  1 Declined

Add new Option to Maximum Consecutive Days

Currently on the platform we have Set up the work plan’s configuration, where it is possible to specify the "Maximum Consecutive Working Days". However, it is only valid when looking at a closed week, starting for example on a Saturday and ending ...
Guest about 1 month ago in  1 Declined

View skill as Skill name instead of Skill ID in interaction details

Currently you can see in the interaction ID the skill ID instead of the skill name. This is confusing because supervisor don't know what the ID's mean and cannot check if it is correct or not.
Guest about 2 months ago in  1 Declined

Wrapup Not shown in Interactions

We have a problem with one of our customers where the wrap-up code is not displaying on the interaction view page, so we filed a case with Genesys, and Genesys responded that it is a bug and that a fix will be released, but no ETA was provided. It...
Waiz Ahmed about 2 months 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 about 2 months ago in  2 Declined

Ability to sort reports by columns

Stakeholders within each organization are curious about the topics which occur most often. If a report has multiple topics is becomes hard to see which topic has the most interactions in a day or week. This functionality contributes to this proble...
Guest about 2 months ago in  1 Declined

Scripts to have Radio button option for default and more features

I was hoping we can have a default selected radio button option for scripts so it can already be pre-selected, you can do such a thing within JS and other coding. I feel scripts should have many functionality controls, such a powerful tool, just n...
Guest 2 months ago in  1 Declined