Hi There,
We are planning a PureCloud implementation later this year and I am trying to understand our options for 'tagging' calls for later retrieval.
For example, a call's queue could be 'enquiries', the wrap-up code could be 'request fulfilled' and the 'tags' could be a set of subjects that was discussed and a tag containing the caller's internal customer ID.
I know of participant data fields that can be populated through Architect flows, but does anywhere in the PureCloud UI enable searching / finding past interactions based upon participant data fields - as this would probably meet our needs?
Or otherwise, what would be the best way to achieve this?
Ideally, a manager would be able to, for instance, find a previous call by searching using a customer ID and listen to its recording.
Our preference is to do this without involving any other systems at this stage (later we will integrate to a CRM but for now we are treating PureCloud as a standalone system)
Thanks
Luke