In this category, you will find frequently asked AMI questions along with our comprehensive AMI answers.
For some of these questions, we have created tutorials to provide clearer explanations. For example, there is a tutorial on how to create an AMI signature template.
Any feedback is appreciated - let us know. Thanks!
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How to set-up access for new user
To allow your Genesys CX users, the access to AMI, you have to assign role or group access. See below diagram for organizing the user set-up After this set-up, the users should login and ready to use. For inspection if this works correct, you can access the AMI audit page. Go to... -
AMI signature tips
Tip 1. Make use of <BR> = break and NEVER &NBSP for new line. BR will not add space between 2 lines and &NBSP will do. So remove this inside the code. How to prevent inside the Canned Response editor: provide a hard enter = Shift + Enter button in a web editor Tip 2. Make use of... -
AMI Setting page and AMI Notes permissions
Way of Working With 3.15 the follwing permission has been replaced changed for AMI setting page and overall AMI Audit log access Audits > Audit > View ==> Audits > Interaction Details > View This is used on the AMI R3 Admin role and when deployed, AMI R3 All Permissions role. Cha... -
AMI Presence
Way of Working AMI Presence (available since R3.15), allows you to find the user status easily, to decide if you want to transfer a queue conversation. Search options for the user are: - by first name - by last name - email address -
AMI reconnect
Way of Working The support of reconnect to conversation is a real help for your organization. Functional benefits: - It allows you to re-open to earlier closed conversation - no need to configure extra's on the email address for keeping the conversation open. The decision if enti... -
AMI Font style
with AMI you can easily configure your default font type and size... or define different per queue by AMI template. See image how easy and otherwise contact us for the details Details: we provide 5 out of the box font types, however you can also configure your own font inside AMI...