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

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

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 1 month 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

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 2 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 2 months ago in  1 Declined

Ask to be able to reply to an intermediate email.

Currently, we can only reply to the last email received in an interaction, we ask to be able to reply to an intermediate email. Currently you can retrieve and modify for later reply, the last and penultimate thread of the mail, as shown in the att...
Juan David Ruiz Lopez 5 months ago in  1 Declined

Retrieve an email once it has been sent

We are looking for a feature to retrieve an email once it has been sent, like the outlook feature.
Juan David Ruiz Lopez 5 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 1 month ago in  1 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 1 month ago in  1 Declined