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.

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Status Declined
Created by Guest
Created on Apr 8, 2024

RELATED IDEAS

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.

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  • Admin
    Bob Sterner
    Reply
    |     Apr 16, 2024

    Hello! It sounds like this is feedback about a Genesys product instead of feedback about a Genesys Beyond training course / course materials.

    If this is an idea for a Genesys product, you will want to direct that feedback to the Product team. We can help direct you to the right place. For Genesys Cloud CX Product Ideas, visit https://genesyscloud.ideas.aha.io/ideas.

    If this is feedback about a Genesys Beyond training course, please provide more info including which course is affected.

    Have a nice day.

  • Jagdish Singh Thalal
    Reply
    |     Apr 9, 2024

    Outbound, transfer or consult call made by and agent using standard dial pad or without queue are not transcribed.

    We have Cogito application integration through Audiohook & whenever making any call without queue are not transcribed & Cogito is not functioning due to Genesys transcription limitation for outbound calls without queue.




  • Mohsen Ershadi
    Reply
    |     Apr 8, 2024

    Outbound calls made by and agent using standard dial pad are not transcribed. Only way to get outbound calls transcribed is for an agent to dial out on behalf of a Queue. But those are extra steps agents have to follow and if agent forgot the call will not transcribed.