Genesys Cloud (formerly PureCloud)

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Add agent information to E-Mail

  • 1.  Add agent information to E-Mail

    Posted 9 days ago
    Hi,

    does someone has already some experience of adding agent information (Agent name or Agent ID) automatically to an outbound or answered E-Mail. We need this information in the Mail (Body or header) to identify the E-Mails from specific Agents after they left the GC. Unfortunately I don´t find any possibility to add this information without the need of an action of the Agent (canned response)

    Maybe someone has done something like this before?

    Kinde regards,
    Rafael
    #AskMeAnything(AMA)
    #DigitalChannels
    #Integrations
    #Routing(ACD/IVR)

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    Rafael Kaufmann
    NTT Germany AG & Co. KG
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  • 2.  RE: Add agent information to E-Mail

    Posted 8 days ago
    Hi Rafael,

    you can add substitutions to your canned responses.

    refer the link for further information:  Substitutions overview - Genesys Cloud Resource Center

    regards,
    Raj

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    Ratnarajah Rajkumar
    SPIE ICS AG
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  • 3.  RE: Add agent information to E-Mail

    Posted 8 days ago
    Hi Ratnarajah,

    Thank you for your fast answer!
    I tried the substitutions already and it provides a solution except for one specific but very important thing.
    As I know, the agent need to choose the canned response with the variable in it by himself. So there is huge potential for error if the agent forget to choose the canned response. In this case we cannot identify within the E-Mail which agent sent the Mail.

    Or did I missed the point where I can add a canned response automatically?

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    Rafael Kaufmann
    NTT Germany AG & Co. KG
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  • 4.  RE: Add agent information to E-Mail

    Posted 8 days ago
    Hi Rafael,

    I think, the only way is getting these details through an interaction report (Peformance --> interactions), where you can add filters, and show the columns like "user-interacted".

    I guess, automatically adding an email signature on a reply is (still) not possible.
    That means, the agent has to add it with a canned response.

    Regards,
    Raj




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    Ratnarajah Rajkumar
    SPIE ICS AG
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