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.

ADD A NEW IDEA

All ideas

Showing 264 of 264

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 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 8 days 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 10 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 29 days 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 17 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

Email Threading Toggle

As for other digital mediatypes, give the administrators the option to enable/disable email threading.Email threading causes major issues, since we cannot control how external parties send emails to us & the system then threads emails incorrec...
Lizanne du Plessis 6 months ago in  1 Declined

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.
Guest 25 days ago in  3 Declined

Genesys Tab indicates the Phone Status

We are looking for a future possibility if a color-coded circle visible by looking at the tab that would coordinate with the applicable phone status. Red to confirm they're Off Queue, Yellow for the various break statuses, and green to show they a...
Guest 10 days ago in  1 Declined

Be able to filter on Manager in WFM

I would love the following function to be in WFM. To be able to filter on Manager in WFM, so you can get the group of agents that are under that manager and can work with that group.
Guest 10 days ago in  1 Declined