Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Lorenzo on February 21, 2012, 04:33:52 PM

Title: Origin of a chat session
Post by: Lorenzo on February 21, 2012, 04:33:52 PM

Hi,

is it possible to know where an interaction is coming from for a Genesys chat session.
For example, is it possible to know if the customer chat session is coming from a specific web site or from somewhere else ?
How would this be done ? By attaching some data once the session is started by the customer on the web site ?
Would this be displayed or pop-up on the Genesys Interaction Worksapce ?

Many thanks for your answers

Title: Re: Origin of a chat session
Post by: cavagnaro on February 21, 2012, 05:36:28 PM

you could attach a kvp on each chat interface so you can then know from where it came from when the agent receives it. or if you want to do some sort of report then you could send the interaction to different queues according to the hosting site

regards

Title: Re: Origin of a chat session
Post by: René on February 21, 2012, 06:56:07 PM

Hi Lorenzo,

As Cav wrote, you can attach some custom key-value pair when initiating chat session on web server side as WebAPI supports this. Once call arrives to agent's desktop, Interaction Workspace can display this KVP if configured to do so.

R.

Title: Re: Origin of a chat session
Post by: Lorenzo on February 23, 2012, 09:22:34 PM

Many thanks ;)