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  • 1.  Transferring chat from one Agent to Another Live Chat Agent

    Posted 03-20-2019 08:49

    I am looking for

    1. Transferring a chat from one agent to another agent programmatically.
    2. Retrieve Live Chat Transcript using APIs
    3. Escalate Live Chat to Voice Call using Tokens

    I Could not find any APIs related to Live chat transfer in genesys Chat API. Any inputs are highly welcome

    Documentation:GMS:API:ChatAPIv2:8.5.2 - Genesys Documentation

    Genesys remove preview
    Documentation:GMS:API:ChatAPIv2:8.5.2 - Genesys Documentation
    Genesys Mobile Services API Reference / Digital Channels API / Chat API Version 2
    View this on Genesys >





    #ArchitectureandDesign

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    Santosh
    Works in Financial Industry
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  • 2.  RE: Transferring chat from one Agent to Another Live Chat Agent

    Posted 03-20-2019 18:13
    Hi Santosh,

    Chat transfers would normally be handled by ORS/URS as initiated by the agent using WDE/WWE.  Do you care to share a little more about your use case?

    Web Services and Applications provides APIs to initiate a transfer, where as my interpretation of the purpose of the GMS Chat API's is purely to support the instrumentation of chat (or other services) within the customer's digital channel.

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    Jason Mclennan
    Commonwealth Bank of Australia
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    Original Message


  • 3.  RE: Transferring chat from one Agent to Another Live Chat Agent

    Posted 03-21-2019 10:39
    ​My goal is to Transfer a call from

    1. One agent to another using APIs
    2. Chat Bot to Live Agent using APIs with Chat Bot Conversation history
    3.Live Chat - Click-2-Call with context using APIs

    We are not planning to use WDE for transferring conversations to agent


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    Santosh
    Financial Sector
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    Original Message


  • 4.  RE: Transferring chat from one Agent to Another Live Chat Agent

    Posted 03-21-2019 18:18
    Starting with Click 2 Call, you have a few samples to work with.
    For your chatbot, you've provided no details about how its being implemented.  If it's being implemented via the Genesys DMS/BGS then I believe the chat history should be available in the interaction history, like a standard Genesys Chat, although I have no experience with this product.  Sample workflows for ORS/IRD are included in the Installation Package. If it's being done entirely externally, you'd likely need to use the storage api in GMS to make the data available to routing and/or the agent.

    I note you mention your not planning on using WDE?  What agent desktop are you using for handling the chat?  If it's entirely custom, then you'd be used the SDK?  Or if its web based, Web Services and Applications?  Also what's the "event" that would trigger a transfer from one agent to another that requires?

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    Jason Mclennan
    Commonwealth Bank of Australia
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    Original Message


  • 5.  RE: Transferring chat from one Agent to Another Live Chat Agent

    Posted 03-22-2019 13:58
    ​Thank you Jason for the update. I will go through them and come back

    we are using custom code for chatbot and not Genesys BGS and we are planning to use genesys SDK to built Agent chat client which will also be used for chatbot.


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    Santosh
    Financial Sector
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    Original Message


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