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 268 of 268

SALES SERVICE INVOICE REVERSAL

Dear Sir, Sales Service Invoice is there but there is no reversal please check it and solve this issue Thanks & Regards Shreekant Singh 9304523826 For Siddharth Enterprises
Guest 1 day ago in  0 Submitted

Remove the user requirement from the /api/v2/voicemail/messages/{messageId}/media endpoing

We want to use this endpoint to transcribe queue voicemails, and append the transcription back as participant data that can be returned in an agent script. You do not currently offer queued voicemail transcription (or any voicemail transcription i...
Aaron Lael 2 days ago in  0 Submitted

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 10 days ago in  1 Declined

Wrap-up Notes in Genesys Interaction Report

Wrap up Notes in the Genesys Interaction Report shows result as Yes/No. Can the result in the report be changed from Yes/No to show the actual notes left by the agent in the Call Log when wrapping up the call?
Guest 4 days ago in  1 Declined

Remove time restriction on Schedule call back

Schedule call back is currently limited to a maximum of 30 days in advance. Can the time restriction be removed or extended to 12 months in advance?
Guest 4 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 13 days ago in  1 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

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 22 days 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 1 month 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 16 days ago in  1 Declined