Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: GenesysNewbie on January 10, 2012, 09:54:13 PM

Title: How to record chat interaction between agent and customer
Post by: GenesysNewbie on January 10, 2012, 09:54:13 PM

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

Title: Re: How to record chat interaction between agent and customer
Post by: cavagnaro on January 11, 2012, 12:18:47 AM

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

Title: Re: How to record chat interaction between agent and customer
Post by: GenesysNewbie on January 11, 2012, 01:19:21 AM

Hi Cav,

Is Automatically stored on db table or requieres speciall configuration?

Thanks,
JJ

Title: Re: How to record chat interaction between agent and customer
Post by: cavagnaro on January 11, 2012, 03:15:43 AM

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.

Title: Re: How to record chat interaction between agent and customer
Post by: GenesysNewbie on January 11, 2012, 03:20:23 AM

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

Title: Re: How to record chat interaction between agent and customer
Post by: GenesysNewbie on January 12, 2012, 04:08:07 PM

Hope this help other people.

We upgrade ICS and it start working properly.


Thanks,
Jut

Title: Re: How to record chat interaction between agent and customer
Post by: cavagnaro on January 12, 2012, 05:58:21 PM

Quien carajo usa un 6.5??

Title: Re: How to record chat interaction between agent and customer
Post by: fnunezsa on January 12, 2012, 07:35:46 PM

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

Title: Re: How to record chat interaction between agent and customer
Post by: GenesysNewbie on January 12, 2012, 07:48:38 PM

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

Title: Re: How to record chat interaction between agent and customer
Post by: aquariusmediaa on January 16, 2012, 10:08:45 AM

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

Title: Re: How to record chat interaction between agent and customer
Post by: jona27 on January 22, 2012, 02:03:26 PM

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