FAQs: Troubleshoot

Can customers perform automated testing, such as load or stress testing of Genesys Cloud?

Yes, Genesys supports your need to perform automated testing through our Automated… [More]

How do I resolve an error that reads “A loop has been detected on the call path with this edgecontrol instance….”?

This message appears if one or more users have duplicate phone numbers… [More]

How do I submit an enhancement request?

If you want to make an enhancement request for Genesys Cloud, Genesys… [More]

How does Genesys Cloud handle credentials?

Genesys Cloud understands that your credentials and secrets are sensitive information, and… [More]

What could cause an unknown queue error?

If a user’s role is in one division, and a queue is… [More]

Why aren’t fields appearing on my Salesforce pages?

Genesys Cloud for Salesforce gathers data that you can add as default… [More]

Why does Customer Care request console and network logs?

These two pieces of client-side data work together with platform-side logs to… [More]

Why isn’t the client appearing in Lightning?

For the client to appear in Salesforce Lightning, change a few settings… [More]

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.