Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Solo on September 25, 2024, 07:37:30 AM

Title: Oldest Waiting Call in Pulse - possible to show the interaction_id (keyconnid) ?
Post by: Solo on September 25, 2024, 07:37:30 AM

Hello,

some of our widgets in Pulse are showing the "Oldest Call Waiting" in a queue.
For immediate tracing/analyses/actions , we would like those widget to show the ID of this call (key name in our logs is connid or keyconnid, something like 01e403792225bac5 for exemple). Does someone has an idea how to do this, maybe by using the filters, or is there any field/data somewhere in Pulse for that need ?

Thanks a lot
Gauthier

Title: Re: Oldest Waiting Call in Pulse - possible to show the interaction_id (keyconnid) ?
Post by: Kubig on September 25, 2024, 01:04:12 PM

https://docs.genesys.com/Documentation/EZP/9.0.0/User/RTRFormulas#scrollNav-6

Title: Re: Oldest Waiting Call in Pulse - possible to show the interaction_id (keyconnid) ?
Post by: Solo on September 26, 2024, 06:09:52 AM

Thanks Kubig,

so you mean I just need to create something like

Result = G.GetKEYCONNID(Data.Current_Status.Value);

???

Title: Re: Oldest Waiting Call in Pulse - possible to show the interaction_id (keyconnid) ?
Post by: Kubig on September 26, 2024, 10:17:43 AM

I would use https://docs.genesys.com/Documentation/EZP/latest/User/RTRFunctions#scrollNav-18 and get the value from attached data

Title: Exploring the Future of Genesys CTI Integration.
Post by: Danielpoope on October 15, 2025, 09:56:33 AM

I believe that the future of Genesys CTI lies in deeper integration with AI technologies. As we see advancements in machine learning and natural language processing, could we be approaching a point where AI not only assists but also autonomously manages customer interactions? What ethical implications might arise from allowing AI to handle sensitive customer data and decision-making processes?