Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Noufal on March 28, 2018, 08:17:55 AM

Title: Genesys Chat
Post by: Noufal on March 28, 2018, 08:17:55 AM

Dear Experts

Supervisor need to Agent's Chat Transcripts . How i can Make it possible . Can I send transcript to the mail or Can i see trascript like Speechminer ??


Regards

Title: Re: Genesys Chat
Post by: cavagnaro on March 28, 2018, 01:59:38 PM

Under UCS you have the whole chat transcript and you can access it via WDE under Interactions History or Contact tab.
You can also send it via email from a strategy


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Title: Re: Genesys Chat
Post by: Noufal on March 29, 2018, 05:30:54 AM

Yes , i need to send via email. how can i do it ??

Title: Re: Genesys Chat
Post by: René on March 29, 2018, 06:47:32 AM

Check Universal Routing 8.1 Strategy Samples guide for details how to send chat transcript via email.

R.

Title: Re: Genesys Chat
Post by: Noufal on March 29, 2018, 09:32:50 AM

do we need any additional license than Chat ?

Title: Re: Genesys Chat
Post by: cavagnaro on March 29, 2018, 11:13:07 AM

No, only if you log an agent for email channel

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