FAQs: Administrators

You cannot assign division directly to an existing contact. By default, all existing contacts appear as unassigned to a division. This display allows existing contacts to be visible to users who have the appropriate permissions.

To use divisions for external contacts, you must delete existing contacts and recreate them with the preferred division assignment. For more information about how to delete and recreate existing contacts, see Divisions for External Contacts quick start guide.

Limits define thresholds for specific areas of the Genesys Cloud API. These guardrails help to safeguard Genesys services from abusive and unexpected traffic patterns, encourage efficient use of billable resources, and protect customers from unexpected usage.

Genesys defines limitations in the Developer Center. For more information about limitations and limits that are specific to a feature, see Limits in the Developer Center. For information about Genesys Cloud system requirements, see Genesys Cloud system requirements.

Yes. To disable Agent Assistance access for a user, remove the permission Chat > Agentassistance > Access from the user’s role.

Analytics data is subject to change because Genesys Cloud runs a batch process known as pipeline, which is a nightly job that takes place overnight in all regions. The job reprocesses raw event data and inserts it back into their respective data stores.

The main purpose of the pipeline process is the following:

• Make corrections to any minor real-time processing issues that can occur on the service. Real-time processing load is unpredictable, and if an event is overlooked, Genesys cannot rectify it in real-time. The batch processing that occurs nightly corrects these events.
• Fault tolerance: In the unlikely event where a large-scale issue occurs on Genesys Cloud’s real-time processing stack, the pipeline operates independently to correct data.
• Bug fix corrections: If a bug causes certain details or metric records to store incorrectly, these records can recalculate during the pipeline process.
• Compliance: The process of deleting data that you must remove for compliance reasons, such as GDPR in Europe.
• The rollout of new features, such as new, retroactive metrics.

The pipeline runs overnight and reprocesses data that is a minimum of 48 hours at the time that the job kicks off. However, the job can take longer due to the type of data being processed as well as other factors. If expected changes happen due to an issue in real time, the pipeline may begin processing that change after the conversation is at least three days old.

What should you do if you notice your data change?

• Check the release notes for new features released that may cause new calculations or new data points to add to the platform.
• Check the status page for any recent issues around real-time processing of analytics data.

Outside of any recent issues or releases, it is not expected behavior to see differences caused by pipeline rebuilding data nightly.

If you do notice changes, consider the following:

1. What data changes took place?
2. Is the change indicative of an improvement or a decline in the data under review?
3. If further investigation is required, make sure to provide the following to Genesys Product Support:
   • ID information (queue ID, user IDs, conversation ID).
   • What data changes took place?
   • What was the expected outcome?
   • The data where the change took place; for example, the conversation details or user details data.

If you are unfamiliar with how to gather the analytics data, contact Genesys Product Support.

Yes, co-browse relies on the Messenger snippet to continue the session when you navigate across pages.

You can find the interaction Fax Analytics in the Interactions view.

Note: Under the Available columns section, you can view the list of available column names and their descriptions. If you cannot find a column in the table, in the search bar, enter the name of the column to view its name and description.

For example, under the Available columns section, in the Interactions section’s search bar, search Fax to view the Fax column and its description. 

For various reasons, some organizations must remove voicemail functionality from certain users. To deactivate voicemail for a specific user, remove the Voicemail > Voicemail > Receive permission from the user’s role. For more information, see Edit a role.

Administrators can enable multiple actions on a single email that allows agent to perform different actions on a single email such as replies and forwards before they disconnect and wrap-up the interaction. For more information, see Use the organization’s email domain name.

For more information on how the option appears on the agent desktop, see Reply to or forward an email message interaction.

To disable the /giphy chat command for users, remove the Chat > Giphy > Access permission from user roles. By default, the permission is included in the Employee role. When a user types /giphy in a chat room without the permission, Genesys Cloud does not display search results from the Giphy website and the user cannot select a Giphy image to insert into the chat room. Users can still manually insert an image into a chat room. For more information about how to remove permissions from roles, see Edit a role.

Retraining fails due to insufficient data for certain media types, because of a reduced number of interactions on the queue since activation. For more information, see Predictive routing during KPI processing phase.