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VHT Integration - Info Mart

  • 1.  VHT Integration - Info Mart

    Posted 01-14-2020 15:36
    Edited by Gonzalo Perivancich 01-14-2020 15:42
    Hello.

    We are implementing integration with VHT (www.vhtcx.com) for callbacks.
    We would like to know how inbound and callbacks calls are recorded in Info Mart.
    We need to build reports for callback offers and callbacks themselves.

    VHT version is 8.10 which works different from previous versions.

    thanks

    Gonzalo


    #Integrations
    #Reporting/Analytics
    #Routing(ACD/IVR)

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    Gonzalo Perivancich
    Sixtra Chile S.A.
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  • 2.  RE: VHT Integration - Info Mart

    GCAP Member
    Posted 01-16-2020 16:44
    I dont believe Genesys would supply any out of the box reporting for VHT as while they were partners back in the day, obviously they have their own callback solution now and I personally haven't used VHT for years so very foggy on how it was done.  I did find some older documentation, but none of them mention GIM.

    I imagine it would be the responsibility of your routing strategies to attach the relevant KVPs, ensure that ICON is configured to capture the userdata KVPs, and then mapping them in GIM as Customer Data Dimensions or Facts.

    I'd probably seek guidance from VHT on best practices here.

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    Jason McLennan
    Commonwealth Bank of Australia
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  • 3.  RE: VHT Integration - Info Mart

    Posted 01-17-2020 08:04
    Thanks Jason

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    Gonzalo Perivancich
    Sixtra Chile S.A.
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