Genesys CTI User Forum > Genesys-related Development

Consult Button in ACW

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cavagnaro:
I would ask there... Reporting from whom? What you are trying to monitor and report are interactions made for a customer contact, right? That is a CRM job. You can even later say, need to send an email, SMS, WhatsApp... Etc, any interaction actually. So, how you associate them? Based on a CRM unique ID like a case number, ticket, etc. Genesys will tell you all interactions for a customer based on customer identification, but, Genesys doesn't have a CRM in it or a ticket number, which is the point of view you are searching for.
Using Informart you could add that ID inside Informart as a KVP and build a custom report based on that ID as key. But again, this is more a CRM solution job.


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genesyslearner:
Thanks cavagnaro for the suggestions. After lots of discussion on this, the requirement was finally withdrawn.

cavagnaro:
Just curious, how did you resolve to achieve it?


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genesyslearner:
I mean the requirement was to somehow connect the OB call in ACW mode with the last Inbound call for reporting purpose. We thought of containing the Interaction details when the call ends with custom command and connect them with OB call. But somehow requirement got shelved.

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