Could the Notes field be used as Participant Data associated with a call in a flow? What might that look like?
I'm asking in relation to my previous post regarding non-SF/SF call transfers. If I could have an agent enter the SF case number in Genesys notes, then pass that to SF as a pop-up variable, I might be able to pop the active SF case and not create a new one.
Thanks.
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John Codispoti
Pfizer Inc.
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Original Message:
Sent: 01-17-2022 15:03
From: Vaun McCarthy
Subject: Extract notes for an interaction
Hi Vladimir
What do you mean here by extract? You can get the notes from the API:
/api/v2/conversations/{conversationId}
among the results on each conversation will be this:
...
"wrapup": {
"code": "XXX",
"name": "XXX",
"notes": "NOTES WOULD BE HERE"
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Vaun McCarthy
Original Message:
Sent: 01-17-2022 06:19
From: Vladimir Chiveri
Subject: Extract notes for an interaction
According to Resource Center it is possible to leave interaction notes (here: Enter notes for an interaction - Genesys Cloud Resource Center), but i couldn't find anything about how to extract the entered notes in detail.
The only option i have found is Performance > Interactions > Filter "Wrap-up Notes" > Yes/No.
Thank you in Advance for your help!
#Reporting/Analytics
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Vladimir Chiveri
Europ Assistance Gesellschaft m.b.H.
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