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

Callback Handle time no longer available :

I understand that a number of customers are feeding back regarding reporting after the introduction of the Active Total Callback metric recently? It is now only available as a metric at Interaction level. Which is fine in itself, however we h...
Guest 2 months ago in  1 Declined

Export evaluator comments field in agent evaluation detail view report.

My customer/QA Admin would like to export evaluator comment field on each interaction of agents evaluation. such as comments about tickets information of that conversation or take note something for improvement service quality relate with evaluati...
Nitipoom Tangsuksabaidee 2 months ago in  1 Declined

New feature issue - ACD Conference - permissions controlled

Following the recent ACD conference facility deployment my customer has asked about he possibility of adding permissions control for Agents. Essentially a facility to disable or enable through a toggle button. Because of current location Agents ar...
Guest 2 months ago in  1 Declined

Knowledgebase Article Dashboard

A dashboard to show: Most used/searched KB article Most upvoted KB article Most downvoted KB article
Guest 2 months ago in  1 Declined

Add Multiple Divisions to Status to allow cross use of same Status

Be able to create / adjust status's and add them to Multiple divisions or ALL Divisions like you can in the Roles/Permissions for user accounts. This will help keep same status's across divisions. Example: Busy - Team Meeting - that would only be ...
Aaron Montanari 3 months ago in  2 Declined

Participant Data Report

We need reports that will provide agent, queue, call flow and interactions that includes participant data
Guest 3 months ago in  1 Declined

Please add more selectable date ranges or allow us to select more then 30 days at a time for agent evaluation

Please add more selectable date ranges or allow us to select more then 30 days at a time. We may need to filter more then 30 days at a time. If possible, we would to be able to select at least 90 days.
Guest 3 months ago in  1 Declined

Agent Evaluation workspace tab to filter evaluations based off of the interactions date, not assigned or released.

Please add options to how Genesys filters evaluations for the summary in the Evaluation workspace tab. We would need Genesys to filter evaluations based off of the interactions date. Grouping by the interaction date would allow us to review our mo...
Guest 3 months ago in  1 Declined

Significant expansion of the number of 'Divisions' that can be created by one organization

By default, the number of 'Divisions' that can be created in an organization is limited to 50. For extended applications, this limit is increased to 300. However, this may not be sufficient for large contact centers or situations where multiple de...
Akihito Tomori 3 months ago in  2 Declined

Capability to Export Phones

Currently there is only an option to import phones under Telephony -> Phone Management -> Phones. It would be very helpful to have the ability to export all Phones with their details so that audits can be able to be performed. It would also ...
Matthew Thacker 3 months ago in  2 Declined