FAQs: Account settings

To avoid being forced to reauthenticate yourself at an inconvenient time due to an expired session, Genesys recommends the following:

• Log in when you begin your shift.
• Log out at the end of the day. For more information, see How do I log out of Genesys Cloud?.

If a user is no longer with the company or unable to access their account due to circumstances such as termination, incapacitation, or technical issues, their voicemails can still be accessed and forwarded. Authorized administrators or users with the necessary permissions can use the API to forward voicemails from inactive or disabled user accounts. For more information, see: Using API Explorer.

To forward voicemails from an inactive or disabled user account, use Genesys Cloud’s API. Follow these steps:

1. Retrieve Voicemail Information: To retrieve the voicemail information, including the message ID(s) you want to forward, use the API endpoint [GET /api/v2/voicemail/users/{userId}/messages](https://developer.genesys.cloud/devapps/api-explorer#get-api-v2-voicemail-users–userId–messages).
   
   
2. Forward Voicemail: Use the API endpoint [POST /api/v2/voicemail/messages](https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-voicemail-messages) with the message ID(s) and the user ID that you want to forward the voicemail to.

This process ensures that critical voicemails are not lost or inaccessible due to user account inactivity or disablement. It’s particularly useful for organizations with strict security measures, such as single sign-on (SSO) or compliance requirements, that prevent inactive users from accessing their accounts.

Security considerations

Ensure that you have the necessary permissions and follow your organization’s security protocols when accessing and forwarding voicemails from inactive or disabled user accounts.

By following these steps, you can ensure that important voicemails are not lost and can be forwarded to the relevant parties, even if the original user is no longer able to access their account.

Yes. You can change a user’s license type from Hourly Interacting to Named or Concurrent. To make this change, you must contact Product Support.

When the change becomes effective, measurement for the usage of the new license type is retroactive to the beginning of the current billing period.

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.

When loading a view or running an export, time intervals are divided into even time chunks (granularity). When a report includes a time change, the time shift impacts the start/end time of the intervals within the report.

For example, consider running a report with 24-hour intervals for seven days. 

Nov 3, 2024 12:00 AM – Nov 3, 2024 11:00 PM – DST Occurs, the day is 25 hours, and the end time shifts back to 11.
Nov 3, 2024 11:00 PM – Nov 4, 2024 11:00 PM – New interval starts at the previous interval’s end time.
Nov 4, 2024 11:00 PM – Nov 5, 2024 11:00 PM
Nov 5, 2024 11:00 PM – Nov 6, 2024 11:00 PM
Nov 6, 2024 11:00 PM – Nov 7, 2024 11:00 PM
Nov 7, 2024 11:00 PM – Nov 8, 2024 11:00 PM
Nov 8, 2024 11:00 PM – Nov 9, 2024 11:00 PM
Nov 9, 2024 11:00 PM – Nov 10, 2024 11:00 PM – Additional 8^th interval added due to DST time shift.

The actual week of Nov 3–9 ends at 11:59 PM on Nov 9. As DST shifted the time backward by one hour, the first day had 25 hours. To maintain the 24-hour interval, the subsequent intervals are adjusted backward by one hour. Due to the DST time shift, the report added an eighth interval to account for that extra hour.

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.

Your voicemail notifications use the language preferences that you set for Genesys Cloud. For more information, see the Change your language selection section in Change web app preferences, Change Mac desktop app preferences, or Change Windows desktop app preferences.

Genesys Cloud includes three independent concepts that people often call locations:

• A location is a specific, physical place with an address. An admin configures locations. Locations appear in the Location section of your profile.

• A geolocation is a geographic area that Genesys Cloud determines by IP address. An admin can enable or disable geolocation for an organization. Your geolocation appears near your name and photo on your profile page, on your contact card, at the top of a chat window, and in Genesys Cloud search results for your organization.

• A site is a container for phone and BYOC Premises Edge configuration information and must have a designated location. While a site can have the same name as a location, the two are independent concepts. A telephony admin configures sites.

Yes, to some extent. To imitate many features of follow me behavior, use Genesys Cloud call forwarding to specify a series of phone numbers to forward your calls to. This article describes the two ways that you can use to configure the numbers and the order for Genesys Cloud to forward your calls to follow you.