Insight of twitter messages

[sergiocodas]

Hi guys,

Some customers prefer to pick twitter messages and retweets in a overall list instead to wait the twitter message forwarded by Genesys routing (we don't use Knowledge Server).
Please, do you know custom applications or Genesys packages used to create the overall set of tweets arrived so we can pick before the most important tweet/re-tweet?

More, the set should be continually updated and displaying a little preview of the messages.

Thank you for your response
Best regards

[cavagnaro]

I have done that by storing into a Queue and allowing supers to cherry pick from that via Queue monitoring at WDE...but that has no sense to use on Genesys as it is a normal stats. No route, no agent stats, no intelligence, no priority...use another tools dumber in market to satisfy that need.

[sergiocodas]

Hi Cavagnaro,
thank you for clarification.
This is my opinion ... this is a remarkable limitation for Genesys about elaboration of social media because social media have different and distinctive characteristics from voice or chat channels.

Best regards

[cavagnaro]

Well...I do understand users as it is the common way to work with these interactions, user has full vision and do cherry pick... However there is no automation on that... Let Genesys URS engine do the job via strategies... Save your time for other more important stuff... Or just cherry pick the critical ones...if needed because if you give them highest priority will reach agents immediately instead of waiting for a person to find them out. You lose statistics, agent control, etc. It is hard to make them see that there are other gaining points, but if that doesn't compensate then go to cherry pick mode, which yes, would be a nice option but... Again... That is what almost everyone else does

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