How to record chat interaction between agent and customer

[GenesysNewbie]

Hi all, thanks for your time

Hope somebody con help, i need to save what customer and agent writes every time a chat session is handled in Genesys. I review started guide i find this functionality is supported for mi ics version, but i cannot find how to enable it ...

Is there any kind of manual to do it? where?

ICS 6.5

Thanks,
JJ

[cavagnaro]

6.5...damn no idea but on 7 and 8 it is stored on the UCS database...maybe if you check ICS DB then it will be there too

[GenesysNewbie]

Hi Cav,

Is Automatically stored on db table or requieres speciall configuration?

Thanks,
JJ

[cavagnaro]

It is stored there automatically, on GAD you can see customer interactions, right? When you browse a chat you can see the whole conversation. It is stored on a field in XML structure.

[GenesysNewbie]

In fact, the fiel "message" where the converdsation its supossed to be stored its empty ... i am going to review ICS version.

I am believing the issue is there ...


Thanks for helping
Jut

[GenesysNewbie]

Hope this help other people.

We upgrade ICS and it start working properly.


Thanks,
Jut

[cavagnaro]

Quien carajo usa un 6.5??

[fnunezsa]

jajajajajaja Cav parece que si hay gente que utiliza 6.5 todavia jajajaja

[GenesysNewbie]

A mi que me confiecen, yo no lo instalé ni trabajaba aqui cuando lo pusieron jajaja. Mas bien estoy pidiendo moverlo a 7.x o 8.x.

Una mirada x aqui ps ... Genesys Chat conversations historial report


SOS


Jut

[aquariusmediaa]

Good thread. I like the suggestions of the members. This thread contains very useful information. Thanks for sharing it with me.

[jona27]

if a chat session is done by either an agent or a customer, agent can determine the interaction provided that wrap-up is configured.