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

Display user names in Audit Viewer

We'd like to be able to see the user's name that is associated with the UserID in Audit Viewer. Currently, this is only accomplished via APIs.
Guest 3 months ago in  1 Declined

Can multiparty conference be implemented in Genesys Embedded framework?

Can multiparty conference be implemented in Genesys Embedded framework? Genesys full client has multiparty conference for up to 15 members. Can we utilize the same functionality in embedded framework to increase the number of participants in confe...
deepti n 3 months ago in  3 Declined

Can we have an additional functionality in the disconnect button that disconnects the call and transfers the call to the survey in the Embedded framework?

This is specific to embedded framework Customer has this requirement where they need the disconnect button in the embedded framework have an additional feature that it disconnects the agent call and trnasfers this call to the survey, so customer c...
deepti n 3 months ago in  3 Declined

Occupancy Planning / Projected Service Levels

Add WFM resouce allocation. Ability to create forcasts beyond offered contacts and average handle time for contacts. Currently offered contacts and average handle time is available, however occupancy planning (outline how many people are needed to...
Guest 3 months ago in  1 Declined

Consolidated wrapup report

Provide Wrap-up Code reporting in a consolidated report. Data to include: 1) Date of wrap-up code submission 2) Name of User submitting wrap-up code 3) Queue wrap-up code was submitted on 4) Wrap-up code name 5) Count of wrap-up codes submitted Cu...
Guest 3 months ago in  1 Declined

We have 1 query related with report timing issue in Genesys we have assign 1 additional queue to one of agent in IBUOrg1 please confirm what report to extracted to check the logged for what time on that particular queue? Because we able to see over all time on both queue while we are assign queue on different time to user kindly update on below query

No description provided
Guest 3 months ago in  1 Declined

Change of status position 'available'

The need has been expressed to combine all ‘available’ statuses with others, rather than having them in a sub-menu.
Atallah Abibou 3 months ago in  1 Declined

Change position of the '' off-queue button''

The need has been issued to move the ‘'off queue ‘' button and put it with the statuses that are on the left.
Atallah Abibou 3 months ago in  1 Declined

Add transfer files as favorites

The need has been expressed to be able to add transfer queues in Genesys Cloud favorites.
Atallah Abibou 3 months ago in  1 Declined

Organizing fields in the workspace

There is a need to be able to order all fields in the workspace. This option is only available for certain fields. The option is available for 'Agent' and 'Status', but not for others.
Atallah Abibou 3 months ago in  1 Declined