Request ID or Ticket # for Email or Chat Interaction

[singhisking]

Hello , we have requirement to provide a Request ID or Ticket # for every Email or Chat Interaction received .

For example in auto response to email, we can provide confirmation and include  ticket #.  So if customer decides to contact again  they can refer the email interaction using ticket # ?

Same with Chat, provide a ticket # for chat interaction .

My question, does email/chat server provide out of box option to generate a ticket # for every email or chat interaction ?

Or ,

Whether it make sense to use the iTX_Id as ticket # in that case I  just want to make confirm agent will be  able to search it in interaction search .

Thanks

[Adam G]

You might want to take a look at [i]UData [/i]Options for Multimedia (Email and Chat) Enhanced Routing through the ORS;

http://docs.genesys.com/Documentation/OS/8.1.3/Deployment/EnhRtg?useskin=help

[singhisking]

Adam,

thanks for below response. Quick clarification , There is no system to generate ticket # which can  attach it to UDATA.

For example - We get an email from customer using his gmail id, strategy will pre-screen it and send auto answer with ticket #. Can we do something in composer strategy to generate a ticket # and  insert it into response ? Also this # must be searchable under Interaction search on agent workspace.

Thanks

[cavagnaro]

Why not use InteractionID?
Also, what is the point of having a "ticket number" from an inexisting ticket??
Don't confuse tasks at this point, CRM is CRM and Genesys is not it. Later you will have expectations from customer that will be hard to satisfy.

[singhisking]

Yes,I am thinking best option is use interactionID as ticket # .

To search interactionID  in Interaction Search on  workspace , do I need to assign it as custom attribute ?

How I can search a contact using InteractionID in Interaction Search on  workspace.

Thanks

[Adam G]

Taking into consideration what Cav has said - you really need a CRM ticketing system.... Genesys is [b]not[/b] the place to be adding all of your CRM data,...

You could probably achieve a low-end result by:

Updating Routing to include the InteractionID as Attached Data - maybe append some generic identifier and call it something else, like [i]TicketID[/i]
Developing IW for Email/Chat to include SaveAttachedData > UserData: KeyValueCollection >[i]TicketID [/i]in one or more of the Workspaces.

But, as Cav says - [b]don't do this[/b] - use a [u]real [/u]ticketing system!

[vma]

I had same request from customer and the thing is that at the moment the email arrives there is no ticket generated yet so it's not possible to retrieve one from CRM at this point.
What I did is to use the InteractionID and send this in the acknowledgement and also send this to the CRM so they can use it as a reference. I am also displaying this ID to agent. If the email is a customer reply I am looking instead for the ParentID which is the ID of the original email and display this one to the agent.
Also I made a Business Attribute with this ID so the agents can search in history for it.
The challenge I'm facing now is they want next level.. to be able to search in Workspace for that ID without looking for the contact first. I haven't been able to this yet.

Mihai

[cavagnaro]

As said, you are going to deep black waters...
Why can't you create better a CRM ticket with customer data? Leave the "OPEN YOUR CRM TO ME" task to them...as Genesys you don't need to do everything! Bad culture and harmful for your business. Expect only from customer: "Genesys and this guy doesn't deliver what they promissed"

Word of experience and battles will tell you

[vma]

100% agreed with you. What I did, I did on test environment to prove that we could do something but I told them I strongly advise them to let CRM handle ticketing and not involve Genesys in this.

Regards

[Adam G]

CTI[size=12pt][b] ≠[/b][/size] CRM

[singhisking]

Now client want to search the email using IxnID in Workspace, Added IXn id as searchable attribute in Interaction history and search it possible but  problem is I can't add IxnID as another field viewable in workspace in results.

Any one tried this ?

[cavagnaro]

CTI IS NOT CRM...Warned you
Requirements will keep coming and coming and coming....control tha now that you can

Trust us, we have about 8 years or more with Genesys and Contact Centers world