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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Original Message:
Sent: 11-20-2020 10:32
From: Rafael Kaufmann
Subject: Add agent information to E-Mail
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
Original Message:
Sent: 11-20-2020 10:16
From: Ratnarajah Rajkumar
Subject: Add agent information to E-Mail
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
Original Message:
Sent: 11-20-2020 09:28
From: Rafael Kaufmann
Subject: Add agent information to E-Mail
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
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Rafael Kaufmann
NTT Germany AG & Co. KG
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