Genesys Cloud CX

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  • 1.  Flagged Conversations got Un-flagged after few days?

    GENESYS
    Posted 10-12-2021 06:35
    Hi All,


    Just a bit curious about flagged conversations.

    - Is there a way to determine if a certain conversation got flagged by agents and then after few days, it got un-flagged? Say example, due to voice quality issue, Agent A flagged the conversation in his/her UI. If I ran the Interaction View and searched for the flagged interactions for that particular day, I can see that it was indeed flagged. But after 2-3 days, I search for the same conversation again, and all of sudden, it doesn't appear as flagged conversation anymore.

    Any way I can see like an "audit trail" on this?

    Any help is appreciated.

    Thanks a lot!

    Judy
    #Reporting/Analytics

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    Judy Faye Dela Serna
    Genesys - Employees
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  • 2.  RE: Flagged Conversations got Un-flagged after few days?

    Posted 10-12-2021 06:46
    Hi Judy,

    We have done similar feature for one client with our own development based on Genesys Cloud API.

    Also, you can implement GUI script where agent can flag the conversation, add information to the Conversation Attributes, Genesys Tables, or any other storage.
    After 2-3 days with API you will be able to search for flagged conversation.

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    Taras Buha
    taras@noralogix.com
    www.noralogix.com
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