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

Hide admin tab for agent profiles

In order for agents not to make modifications or be able to see configuration parameters, it is intended that the top panel tabs be configurable. For example, the tab "admin" can't be hidden without exclouding certain permissions like "messaging&g...
Gonzalo Ciancio 1 day ago in  1 Submitted

Hide admin tab for agent profiles -

In order for agents not to make modifications or be able to see configuration parameters, it is intended that the top panel tabs be configurable. For example, the tab "admin" can't be hidden without exclouding certain permissions like "messaging&g...
Anibal Crova about 15 hours 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 19 days ago in  1 Declined

Visual character counter in web messaging

I was wondering if there was a way we could visual show how many characters the customers have typed in the chat field. We have a few validations that only allow a user to enter a specific number of characters and it would be nice to let them know...
Guest 8 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 22 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

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 7 months 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 2 months ago in  2 Declined

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 10 days ago in  1 Declined

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 10 days ago in  1 Declined