For the schematized attributes, I'm assuming this will be akin to a certain number of pre-defined ones we can opt to fill in order to leverage new features like search/filter, but it won't completely replace ones we have now, right?  It also won't negate using our own non-schema ones after this goes live, I hope.  This is akin to how PureConnect supported attributes, and optionally allowed us to write those to specific database columns for reporting.  Hoping this proposed Cloud solution will be similar, but better (PureConnect reporting on these outside of raw SQL was pretty painful).

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-11-2022 10:11
From: Chris Bohlin
Subject: GC Interaction search based on Participant data

Definitely our end goal, Jeffrey.  We need to get some structure around the attributes before we can start to use them in the platform (or provide even simply filters and sorts) before we get there but its on our radar.

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 04-10-2022 21:24
From: Jeffrey Hoogkamer
Subject: GC Interaction search based on Participant data

One of the things I miss from PureConnect was the ability to set 'Custom Attributes' that attach to the Interaction (not just the Participant), then create a Queue Column that only looked up that specific Custom Attribute. Then in any of the real-time views, I could have that specific attribute show in a defined column, that could then be filtered/searched.

------------------------------
Jeffrey

Original Message:
Sent: 04-07-2022 07:53
From: Shalom Benzaquen
Subject: GC Interaction search based on Participant data

Team, in the interaction view we are able to now see the participant data..  I wonder if there is any way of filter or search based on Participant data..  This feature was available with Verint to search based on Meta data, i wonder if this search/Filter feature is available now, or is a RoadMap Item..  I also wonder if there is an API for this as well.. Thanks
#Ask Me Anything (AMA)
#Integrations
#QualityManagement
#Reporting/Analytics
#Roadmap/NewFeatures

------------------------------
Shalom Benzaquen
Anthem, Inc.
------------------------------

Hello Carlos,

Ability to search on a selected set of custom attributes is a feature that is on our roadmap. 
The way participant data is designed ( unstructured set of KVPs), does not allow us to provide search and filter capabilities on the interaction list reports. 
We are investing on a few tech enablers in the back-end, before we can roll-out a new capability to get and set custom attributes ( which in nature works similar to get and set participant data in a structured format ). 
Once those features are available, the analytics and reporting team can expose a subset of these attributes and make them available for search and filtering. 

Realistically we are looking at best Q1 or Q2  2024 for these changes to become available for customers to use. 
In the meantime, I'd like to be able to review the use cases that your customers need to search or filter interactions on participant data. 
If you can contact me directly and share those use cases with me, it will be a huge benefit for us. 

Thanks,
Mojdeh

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

Hi Fatemeh / all,

We also have a great need to be able to set custom attributes on a call then use a custom filter in a dynamic view to easily report against the attributes.

We have a use case to which external transfers are necessary on a daily basis and we need to tag each external transfer with a variable such as a department name and phone number. This is for bill back purposes and we plan to tag the transfers with wording such as "Transfer to" + stringvariable1 + phonenumbervariable . 

We do need to be able to filter in a View the attribute column, so we can search for "transfer to*" and easily and clearly report on these specific transfers. 
Today we're able to set an external tag on these transfers using a Script, but we cannot filter the view using a wildcard to account for "transfer to*".

I'm not sure if this helps or makes sense?

Ultimately we can likely continue to use External Tags, but really need the ability to wildcard search that column. Alternatively, if there is a way to set another custom attribute (other than External tag) then filter it on a report or use wildcards, that will work to.

We are a PureConnect customer currently and investigating a migration to Genesys Cloud. We do provide this function within PureConnect today and are able to set custom attributes on the transfer then report specifically against these attributes. We need to recreate this behavior.

Thank you.

Hello Carlos,

Ability to search on a selected set of custom attributes is a feature that is on our roadmap. 
The way participant data is designed ( unstructured set of KVPs), does not allow us to provide search and filter capabilities on the interaction list reports. 
We are investing on a few tech enablers in the back-end, before we can roll-out a new capability to get and set custom attributes ( which in nature works similar to get and set participant data in a structured format ). 
Once those features are available, the analytics and reporting team can expose a subset of these attributes and make them available for search and filtering. 

Realistically we are looking at best Q1 or Q2  2024 for these changes to become available for customers to use. 
In the meantime, I'd like to be able to review the use cases that your customers need to search or filter interactions on participant data. 
If you can contact me directly and share those use cases with me, it will be a huge benefit for us. 

Thanks,
Mojdeh

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

Hi Fatemeh / all,

We also have a great need to be able to set custom attributes on a call then use a custom filter in a dynamic view to easily report against the attributes.

We have a use case to which external transfers are necessary on a daily basis and we need to tag each external transfer with a variable such as a department name and phone number. This is for bill back purposes and we plan to tag the transfers with wording such as "Transfer to" + stringvariable1 + phonenumbervariable . 

We do need to be able to filter in a View the attribute column, so we can search for "transfer to*" and easily and clearly report on these specific transfers. 
Today we're able to set an external tag on these transfers using a Script, but we cannot filter the view using a wildcard to account for "transfer to*".

I'm not sure if this helps or makes sense?

Ultimately we can likely continue to use External Tags, but really need the ability to wildcard search that column. Alternatively, if there is a way to set another custom attribute (other than External tag) then filter it on a report or use wildcards, that will work to.

We are a PureConnect customer currently and investigating a migration to Genesys Cloud. We do provide this function within PureConnect today and are able to set custom attributes on the transfer then report specifically against these attributes. We need to recreate this behavior.

Thank you.

Hello Carlos,

Ability to search on a selected set of custom attributes is a feature that is on our roadmap. 
The way participant data is designed ( unstructured set of KVPs), does not allow us to provide search and filter capabilities on the interaction list reports. 
We are investing on a few tech enablers in the back-end, before we can roll-out a new capability to get and set custom attributes ( which in nature works similar to get and set participant data in a structured format ). 
Once those features are available, the analytics and reporting team can expose a subset of these attributes and make them available for search and filtering. 

Realistically we are looking at best Q1 or Q2  2024 for these changes to become available for customers to use. 
In the meantime, I'd like to be able to review the use cases that your customers need to search or filter interactions on participant data. 
If you can contact me directly and share those use cases with me, it will be a huge benefit for us. 

Thanks,
Mojdeh

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

Hello Carlos,

Ability to search on a selected set of custom attributes is a feature that is on our roadmap. 
The way participant data is designed ( unstructured set of KVPs), does not allow us to provide search and filter capabilities on the interaction list reports. 
We are investing on a few tech enablers in the back-end, before we can roll-out a new capability to get and set custom attributes ( which in nature works similar to get and set participant data in a structured format ). 
Once those features are available, the analytics and reporting team can expose a subset of these attributes and make them available for search and filtering. 

Realistically we are looking at best Q1 or Q2  2024 for these changes to become available for customers to use. 
In the meantime, I'd like to be able to review the use cases that your customers need to search or filter interactions on participant data. 
If you can contact me directly and share those use cases with me, it will be a huge benefit for us. 

Thanks,
Mojdeh

------------------------------
Fatemeh Toyserkani
Genesys - Employees

Original Message:
Sent: 04-03-2023 10:25
From: Carlos Correia
Subject: GC Interaction search based on Participant data

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-11-2022 10:11
From: Chris Bohlin
Subject: GC Interaction search based on Participant data

Definitely our end goal, Jeffrey.  We need to get some structure around the attributes before we can start to use them in the platform (or provide even simply filters and sorts) before we get there but its on our radar.

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 04-10-2022 21:24
From: Jeffrey Hoogkamer
Subject: GC Interaction search based on Participant data

One of the things I miss from PureConnect was the ability to set 'Custom Attributes' that attach to the Interaction (not just the Participant), then create a Queue Column that only looked up that specific Custom Attribute. Then in any of the real-time views, I could have that specific attribute show in a defined column, that could then be filtered/searched.

------------------------------
Jeffrey

Original Message:
Sent: 04-07-2022 07:53
From: Shalom Benzaquen
Subject: GC Interaction search based on Participant data

Team, in the interaction view we are able to now see the participant data..  I wonder if there is any way of filter or search based on Participant data..  This feature was available with Verint to search based on Meta data, i wonder if this search/Filter feature is available now, or is a RoadMap Item..  I also wonder if there is an API for this as well.. Thanks
#Ask Me Anything (AMA)
#Integrations
#QualityManagement
#Reporting/Analytics
#Roadmap/NewFeatures

------------------------------
Shalom Benzaquen
Anthem, Inc.
------------------------------

Hello Fatemeh,

Thank you for the feedback. Although Q2 2024 seems far, I understand the challenges on searching/filtering such unstructured data, and it is good to know that Genesys is looking seriously at this because from operational perspective, this is a key feature.

Use case is simple. Agents need to collect some business information during the inbound call (free text, dropdown, checkbox,..) and supervisors want to be able to search for a specific value in one of the business fields.
Example: For an airline. Customer can call the airline support service to complain about his flight. Agent need to collect some info (flight number, booking number, name, reason of complaint). Few days later, a supervisor is asked for the details of the call regarding a specific booking number. He will need to search Interactions for this booking number.
Or supervisor wants to filter all calls regarding a specific flight.
As Shane posted, in some situations, we could use External Tag, but this is a workaround, and limits to one field (and External Tag is not even settable from agent script, but this is a different story).

Another popular use case is: ability to store more than one call reason. This could be done by wrapup code, but wrapup code only allow one level. Customer often need to classify with multiple level (example: level 1 "Credit Card", level 2 "Stolen"). We use participant data for this, but supervisor can't filter for a specific level1/level2.

I hope this helps.
We are looking forward to see this feature released.

@Shalom thanks for the hint. However I believe that endpoint is not what we are looking for. That one will give ability to filter by regular fields (id, start/end time) and will return all participant data only. But maybe I'm missing something.

Regards

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-04-2023 13:07
From: Fatemeh Toyserkani
Subject: GC Interaction search based on Participant data

Hello Carlos,

Ability to search on a selected set of custom attributes is a feature that is on our roadmap. 
The way participant data is designed ( unstructured set of KVPs), does not allow us to provide search and filter capabilities on the interaction list reports. 
We are investing on a few tech enablers in the back-end, before we can roll-out a new capability to get and set custom attributes ( which in nature works similar to get and set participant data in a structured format ). 
Once those features are available, the analytics and reporting team can expose a subset of these attributes and make them available for search and filtering. 

Realistically we are looking at best Q1 or Q2  2024 for these changes to become available for customers to use. 
In the meantime, I'd like to be able to review the use cases that your customers need to search or filter interactions on participant data. 
If you can contact me directly and share those use cases with me, it will be a huge benefit for us. 

Thanks,
Mojdeh

------------------------------
Fatemeh Toyserkani
Genesys - Employees

Original Message:
Sent: 04-03-2023 10:25
From: Carlos Correia
Subject: GC Interaction search based on Participant data

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-11-2022 10:11
From: Chris Bohlin
Subject: GC Interaction search based on Participant data

Definitely our end goal, Jeffrey.  We need to get some structure around the attributes before we can start to use them in the platform (or provide even simply filters and sorts) before we get there but its on our radar.

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 04-10-2022 21:24
From: Jeffrey Hoogkamer
Subject: GC Interaction search based on Participant data

One of the things I miss from PureConnect was the ability to set 'Custom Attributes' that attach to the Interaction (not just the Participant), then create a Queue Column that only looked up that specific Custom Attribute. Then in any of the real-time views, I could have that specific attribute show in a defined column, that could then be filtered/searched.

------------------------------
Jeffrey

Original Message:
Sent: 04-07-2022 07:53
From: Shalom Benzaquen
Subject: GC Interaction search based on Participant data

Team, in the interaction view we are able to now see the participant data..  I wonder if there is any way of filter or search based on Participant data..  This feature was available with Verint to search based on Meta data, i wonder if this search/Filter feature is available now, or is a RoadMap Item..  I also wonder if there is an API for this as well.. Thanks
#Ask Me Anything (AMA)
#Integrations
#QualityManagement
#Reporting/Analytics
#Roadmap/NewFeatures

------------------------------
Shalom Benzaquen
Anthem, Inc.
------------------------------

Hello Carlos, 
These two use cases are great. Nothing outside of what we would have expected. 
The wrap-up code one, is a workaround on a platform limitation, but the first use case indicates the typical needs and uses of participant data. 

As you said the new search endpoint for participant data, allows customers to search by conversationID, start and end time, and not by a particular custom attribute. 

Hello Fatemeh,

Thank you for the feedback. Although Q2 2024 seems far, I understand the challenges on searching/filtering such unstructured data, and it is good to know that Genesys is looking seriously at this because from operational perspective, this is a key feature.

Use case is simple. Agents need to collect some business information during the inbound call (free text, dropdown, checkbox,..) and supervisors want to be able to search for a specific value in one of the business fields.
Example: For an airline. Customer can call the airline support service to complain about his flight. Agent need to collect some info (flight number, booking number, name, reason of complaint). Few days later, a supervisor is asked for the details of the call regarding a specific booking number. He will need to search Interactions for this booking number.
Or supervisor wants to filter all calls regarding a specific flight.
As Shane posted, in some situations, we could use External Tag, but this is a workaround, and limits to one field (and External Tag is not even settable from agent script, but this is a different story).

Another popular use case is: ability to store more than one call reason. This could be done by wrapup code, but wrapup code only allow one level. Customer often need to classify with multiple level (example: level 1 "Credit Card", level 2 "Stolen"). We use participant data for this, but supervisor can't filter for a specific level1/level2.

I hope this helps.
We are looking forward to see this feature released.

@Shalom thanks for the hint. However I believe that endpoint is not what we are looking for. That one will give ability to filter by regular fields (id, start/end time) and will return all participant data only. But maybe I'm missing something.

Regards

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-04-2023 13:07
From: Fatemeh Toyserkani
Subject: GC Interaction search based on Participant data

Hello Carlos,

Ability to search on a selected set of custom attributes is a feature that is on our roadmap. 
The way participant data is designed ( unstructured set of KVPs), does not allow us to provide search and filter capabilities on the interaction list reports. 
We are investing on a few tech enablers in the back-end, before we can roll-out a new capability to get and set custom attributes ( which in nature works similar to get and set participant data in a structured format ). 
Once those features are available, the analytics and reporting team can expose a subset of these attributes and make them available for search and filtering. 

Realistically we are looking at best Q1 or Q2  2024 for these changes to become available for customers to use. 
In the meantime, I'd like to be able to review the use cases that your customers need to search or filter interactions on participant data. 
If you can contact me directly and share those use cases with me, it will be a huge benefit for us. 

Thanks,
Mojdeh

------------------------------
Fatemeh Toyserkani
Genesys - Employees

Original Message:
Sent: 04-03-2023 10:25
From: Carlos Correia
Subject: GC Interaction search based on Participant data

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-11-2022 10:11
From: Chris Bohlin
Subject: GC Interaction search based on Participant data

Definitely our end goal, Jeffrey.  We need to get some structure around the attributes before we can start to use them in the platform (or provide even simply filters and sorts) before we get there but its on our radar.

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 04-10-2022 21:24
From: Jeffrey Hoogkamer
Subject: GC Interaction search based on Participant data

One of the things I miss from PureConnect was the ability to set 'Custom Attributes' that attach to the Interaction (not just the Participant), then create a Queue Column that only looked up that specific Custom Attribute. Then in any of the real-time views, I could have that specific attribute show in a defined column, that could then be filtered/searched.

------------------------------
Jeffrey

Original Message:
Sent: 04-07-2022 07:53
From: Shalom Benzaquen
Subject: GC Interaction search based on Participant data

Team, in the interaction view we are able to now see the participant data..  I wonder if there is any way of filter or search based on Participant data..  This feature was available with Verint to search based on Meta data, i wonder if this search/Filter feature is available now, or is a RoadMap Item..  I also wonder if there is an API for this as well.. Thanks
#Ask Me Anything (AMA)
#Integrations
#QualityManagement
#Reporting/Analytics
#Roadmap/NewFeatures

------------------------------
Shalom Benzaquen
Anthem, Inc.
------------------------------

Before we look too far in the future, I would appreciate a lot if Genesys could at least ensure all attached data is available within 24hours, today we extract Genesys Cloud data and there is no guarantee from Genesys to have all data attached within 24 hours so we have to get the details via conversation details jobs every 48 hours. Many customers cannot believe that it is not possible to get all conversation details within 24hours with a cloud solution like Genesys, so this may be a first step to consider in terms of urgency. Thanks

Hello Carlos, 
These two use cases are great. Nothing outside of what we would have expected. 
The wrap-up code one, is a workaround on a platform limitation, but the first use case indicates the typical needs and uses of participant data. 

As you said the new search endpoint for participant data, allows customers to search by conversationID, start and end time, and not by a particular custom attribute. 

Hello Fatemeh,

Thank you for the feedback. Although Q2 2024 seems far, I understand the challenges on searching/filtering such unstructured data, and it is good to know that Genesys is looking seriously at this because from operational perspective, this is a key feature.

Use case is simple. Agents need to collect some business information during the inbound call (free text, dropdown, checkbox,..) and supervisors want to be able to search for a specific value in one of the business fields.
Example: For an airline. Customer can call the airline support service to complain about his flight. Agent need to collect some info (flight number, booking number, name, reason of complaint). Few days later, a supervisor is asked for the details of the call regarding a specific booking number. He will need to search Interactions for this booking number.
Or supervisor wants to filter all calls regarding a specific flight.
As Shane posted, in some situations, we could use External Tag, but this is a workaround, and limits to one field (and External Tag is not even settable from agent script, but this is a different story).

Another popular use case is: ability to store more than one call reason. This could be done by wrapup code, but wrapup code only allow one level. Customer often need to classify with multiple level (example: level 1 "Credit Card", level 2 "Stolen"). We use participant data for this, but supervisor can't filter for a specific level1/level2.

I hope this helps.
We are looking forward to see this feature released.

@Shalom thanks for the hint. However I believe that endpoint is not what we are looking for. That one will give ability to filter by regular fields (id, start/end time) and will return all participant data only. But maybe I'm missing something.

Regards

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-04-2023 13:07
From: Fatemeh Toyserkani
Subject: GC Interaction search based on Participant data

Hello Carlos,

Ability to search on a selected set of custom attributes is a feature that is on our roadmap. 
The way participant data is designed ( unstructured set of KVPs), does not allow us to provide search and filter capabilities on the interaction list reports. 
We are investing on a few tech enablers in the back-end, before we can roll-out a new capability to get and set custom attributes ( which in nature works similar to get and set participant data in a structured format ). 
Once those features are available, the analytics and reporting team can expose a subset of these attributes and make them available for search and filtering. 

Realistically we are looking at best Q1 or Q2  2024 for these changes to become available for customers to use. 
In the meantime, I'd like to be able to review the use cases that your customers need to search or filter interactions on participant data. 
If you can contact me directly and share those use cases with me, it will be a huge benefit for us. 

Thanks,
Mojdeh

------------------------------
Fatemeh Toyserkani
Genesys - Employees

Original Message:
Sent: 04-03-2023 10:25
From: Carlos Correia
Subject: GC Interaction search based on Participant data

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-11-2022 10:11
From: Chris Bohlin
Subject: GC Interaction search based on Participant data

Definitely our end goal, Jeffrey.  We need to get some structure around the attributes before we can start to use them in the platform (or provide even simply filters and sorts) before we get there but its on our radar.

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 04-10-2022 21:24
From: Jeffrey Hoogkamer
Subject: GC Interaction search based on Participant data

One of the things I miss from PureConnect was the ability to set 'Custom Attributes' that attach to the Interaction (not just the Participant), then create a Queue Column that only looked up that specific Custom Attribute. Then in any of the real-time views, I could have that specific attribute show in a defined column, that could then be filtered/searched.

------------------------------
Jeffrey

Original Message:
Sent: 04-07-2022 07:53
From: Shalom Benzaquen
Subject: GC Interaction search based on Participant data

Team, in the interaction view we are able to now see the participant data..  I wonder if there is any way of filter or search based on Participant data..  This feature was available with Verint to search based on Meta data, i wonder if this search/Filter feature is available now, or is a RoadMap Item..  I also wonder if there is an API for this as well.. Thanks
#Ask Me Anything (AMA)
#Integrations
#QualityManagement
#Reporting/Analytics
#Roadmap/NewFeatures

------------------------------
Shalom Benzaquen
Anthem, Inc.
------------------------------

Hichem - while the analytics/conversations/details/jobs endpoint can occasionally be delayed from overnight processing - we have improved the reliability of that service over the last 12 months and that is definitely one option for getting your attributes.  Additionally, we recently released a new endpoint known as the 'participant attribute search endpoint'.  This endpoint, for which enablement is gated ( and can be enabled via a request through your account team), provides access to all custom attributes in real-time so that they can be offloaded to your data warehouse.   Future support will provide actual search capability as well but we have some work to do to create schemas for that data and store it separately from Conversations.

If you are interested - please take a look at the endpoint here:  https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-participants-attributes-search

Thanks,
Chris

Before we look too far in the future, I would appreciate a lot if Genesys could at least ensure all attached data is available within 24hours, today we extract Genesys Cloud data and there is no guarantee from Genesys to have all data attached within 24 hours so we have to get the details via conversation details jobs every 48 hours. Many customers cannot believe that it is not possible to get all conversation details within 24hours with a cloud solution like Genesys, so this may be a first step to consider in terms of urgency. Thanks

Hello Carlos, 
These two use cases are great. Nothing outside of what we would have expected. 
The wrap-up code one, is a workaround on a platform limitation, but the first use case indicates the typical needs and uses of participant data. 

As you said the new search endpoint for participant data, allows customers to search by conversationID, start and end time, and not by a particular custom attribute. 

Hello Fatemeh,

Thank you for the feedback. Although Q2 2024 seems far, I understand the challenges on searching/filtering such unstructured data, and it is good to know that Genesys is looking seriously at this because from operational perspective, this is a key feature.

Use case is simple. Agents need to collect some business information during the inbound call (free text, dropdown, checkbox,..) and supervisors want to be able to search for a specific value in one of the business fields.
Example: For an airline. Customer can call the airline support service to complain about his flight. Agent need to collect some info (flight number, booking number, name, reason of complaint). Few days later, a supervisor is asked for the details of the call regarding a specific booking number. He will need to search Interactions for this booking number.
Or supervisor wants to filter all calls regarding a specific flight.
As Shane posted, in some situations, we could use External Tag, but this is a workaround, and limits to one field (and External Tag is not even settable from agent script, but this is a different story).

Another popular use case is: ability to store more than one call reason. This could be done by wrapup code, but wrapup code only allow one level. Customer often need to classify with multiple level (example: level 1 "Credit Card", level 2 "Stolen"). We use participant data for this, but supervisor can't filter for a specific level1/level2.

I hope this helps.
We are looking forward to see this feature released.

@Shalom thanks for the hint. However I believe that endpoint is not what we are looking for. That one will give ability to filter by regular fields (id, start/end time) and will return all participant data only. But maybe I'm missing something.

Regards

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-04-2023 13:07
From: Fatemeh Toyserkani
Subject: GC Interaction search based on Participant data

Hello Carlos,

Ability to search on a selected set of custom attributes is a feature that is on our roadmap. 
The way participant data is designed ( unstructured set of KVPs), does not allow us to provide search and filter capabilities on the interaction list reports. 
We are investing on a few tech enablers in the back-end, before we can roll-out a new capability to get and set custom attributes ( which in nature works similar to get and set participant data in a structured format ). 
Once those features are available, the analytics and reporting team can expose a subset of these attributes and make them available for search and filtering. 

Realistically we are looking at best Q1 or Q2  2024 for these changes to become available for customers to use. 
In the meantime, I'd like to be able to review the use cases that your customers need to search or filter interactions on participant data. 
If you can contact me directly and share those use cases with me, it will be a huge benefit for us. 

Thanks,
Mojdeh

------------------------------
Fatemeh Toyserkani
Genesys - Employees

Original Message:
Sent: 04-03-2023 10:25
From: Carlos Correia
Subject: GC Interaction search based on Participant data

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-11-2022 10:11
From: Chris Bohlin
Subject: GC Interaction search based on Participant data

Definitely our end goal, Jeffrey.  We need to get some structure around the attributes before we can start to use them in the platform (or provide even simply filters and sorts) before we get there but its on our radar.

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 04-10-2022 21:24
From: Jeffrey Hoogkamer
Subject: GC Interaction search based on Participant data

One of the things I miss from PureConnect was the ability to set 'Custom Attributes' that attach to the Interaction (not just the Participant), then create a Queue Column that only looked up that specific Custom Attribute. Then in any of the real-time views, I could have that specific attribute show in a defined column, that could then be filtered/searched.

------------------------------
Jeffrey

Original Message:
Sent: 04-07-2022 07:53
From: Shalom Benzaquen
Subject: GC Interaction search based on Participant data

Team, in the interaction view we are able to now see the participant data..  I wonder if there is any way of filter or search based on Participant data..  This feature was available with Verint to search based on Meta data, i wonder if this search/Filter feature is available now, or is a RoadMap Item..  I also wonder if there is an API for this as well.. Thanks
#Ask Me Anything (AMA)
#Integrations
#QualityManagement
#Reporting/Analytics
#Roadmap/NewFeatures

------------------------------
Shalom Benzaquen
Anthem, Inc.
------------------------------

Thanks Chris for following up. Does enhancement of the conversation details job API mean that we are now guaranteed to get all participant data within a few hours (not sure if Genesys commits to a specific number of hours)? or do we have to combine it with the use of the new the conversations participant attributes search to ensure we can extract the full data on a daily basis? Does this new API support bulk retrieval for a large number of conversations? I will definitely request access to test it. Thanks.

Hichem - while the analytics/conversations/details/jobs endpoint can occasionally be delayed from overnight processing - we have improved the reliability of that service over the last 12 months and that is definitely one option for getting your attributes.  Additionally, we recently released a new endpoint known as the 'participant attribute search endpoint'.  This endpoint, for which enablement is gated ( and can be enabled via a request through your account team), provides access to all custom attributes in real-time so that they can be offloaded to your data warehouse.   Future support will provide actual search capability as well but we have some work to do to create schemas for that data and store it separately from Conversations.

If you are interested - please take a look at the endpoint here:  https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-participants-attributes-search

Thanks,
Chris

Before we look too far in the future, I would appreciate a lot if Genesys could at least ensure all attached data is available within 24hours, today we extract Genesys Cloud data and there is no guarantee from Genesys to have all data attached within 24 hours so we have to get the details via conversation details jobs every 48 hours. Many customers cannot believe that it is not possible to get all conversation details within 24hours with a cloud solution like Genesys, so this may be a first step to consider in terms of urgency. Thanks

Hello Carlos, 
These two use cases are great. Nothing outside of what we would have expected. 
The wrap-up code one, is a workaround on a platform limitation, but the first use case indicates the typical needs and uses of participant data. 

As you said the new search endpoint for participant data, allows customers to search by conversationID, start and end time, and not by a particular custom attribute. 

Hello Fatemeh,

Thank you for the feedback. Although Q2 2024 seems far, I understand the challenges on searching/filtering such unstructured data, and it is good to know that Genesys is looking seriously at this because from operational perspective, this is a key feature.

Use case is simple. Agents need to collect some business information during the inbound call (free text, dropdown, checkbox,..) and supervisors want to be able to search for a specific value in one of the business fields.
Example: For an airline. Customer can call the airline support service to complain about his flight. Agent need to collect some info (flight number, booking number, name, reason of complaint). Few days later, a supervisor is asked for the details of the call regarding a specific booking number. He will need to search Interactions for this booking number.
Or supervisor wants to filter all calls regarding a specific flight.
As Shane posted, in some situations, we could use External Tag, but this is a workaround, and limits to one field (and External Tag is not even settable from agent script, but this is a different story).

Another popular use case is: ability to store more than one call reason. This could be done by wrapup code, but wrapup code only allow one level. Customer often need to classify with multiple level (example: level 1 "Credit Card", level 2 "Stolen"). We use participant data for this, but supervisor can't filter for a specific level1/level2.

I hope this helps.
We are looking forward to see this feature released.

@Shalom thanks for the hint. However I believe that endpoint is not what we are looking for. That one will give ability to filter by regular fields (id, start/end time) and will return all participant data only. But maybe I'm missing something.

Regards

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-04-2023 13:07
From: Fatemeh Toyserkani
Subject: GC Interaction search based on Participant data

Hello Carlos,

Ability to search on a selected set of custom attributes is a feature that is on our roadmap. 
The way participant data is designed ( unstructured set of KVPs), does not allow us to provide search and filter capabilities on the interaction list reports. 
We are investing on a few tech enablers in the back-end, before we can roll-out a new capability to get and set custom attributes ( which in nature works similar to get and set participant data in a structured format ). 
Once those features are available, the analytics and reporting team can expose a subset of these attributes and make them available for search and filtering. 

Realistically we are looking at best Q1 or Q2  2024 for these changes to become available for customers to use. 
In the meantime, I'd like to be able to review the use cases that your customers need to search or filter interactions on participant data. 
If you can contact me directly and share those use cases with me, it will be a huge benefit for us. 

Thanks,
Mojdeh

------------------------------
Fatemeh Toyserkani
Genesys - Employees

Original Message:
Sent: 04-03-2023 10:25
From: Carlos Correia
Subject: GC Interaction search based on Participant data

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-11-2022 10:11
From: Chris Bohlin
Subject: GC Interaction search based on Participant data

Definitely our end goal, Jeffrey.  We need to get some structure around the attributes before we can start to use them in the platform (or provide even simply filters and sorts) before we get there but its on our radar.

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 04-10-2022 21:24
From: Jeffrey Hoogkamer
Subject: GC Interaction search based on Participant data

One of the things I miss from PureConnect was the ability to set 'Custom Attributes' that attach to the Interaction (not just the Participant), then create a Queue Column that only looked up that specific Custom Attribute. Then in any of the real-time views, I could have that specific attribute show in a defined column, that could then be filtered/searched.

------------------------------
Jeffrey

Original Message:
Sent: 04-07-2022 07:53
From: Shalom Benzaquen
Subject: GC Interaction search based on Participant data

Team, in the interaction view we are able to now see the participant data..  I wonder if there is any way of filter or search based on Participant data..  This feature was available with Verint to search based on Meta data, i wonder if this search/Filter feature is available now, or is a RoadMap Item..  I also wonder if there is an API for this as well.. Thanks
#Ask Me Anything (AMA)
#Integrations
#QualityManagement
#Reporting/Analytics
#Roadmap/NewFeatures

------------------------------
Shalom Benzaquen
Anthem, Inc.
------------------------------

Hichem - I can't speak to /jobs endpoint around timing (though I'm fairly sure we don't guarantee anything) - but if you are willing to wait until the next day to pick up you conversation history - it will include all conversations AND participant attributes - nothing has changed there.

If you are looking to get access to conversation history more quickly (same day), you can use the analytics/conversation/details endpoint, get a list of conversations, and then use the new participant search endpoint to get the associated attributes (in near real-time) and combine them together in your own data warehouse.   The new endpoint does support single, batches of 100, or interval queries to grab data.  Its not the exact same query used for the /details endpoint but they are close and the developer docs outline some examples of how to query.

Thanks,
Chris

Thanks Chris for following up. Does enhancement of the conversation details job API mean that we are now guaranteed to get all participant data within a few hours (not sure if Genesys commits to a specific number of hours)? or do we have to combine it with the use of the new the conversations participant attributes search to ensure we can extract the full data on a daily basis? Does this new API support bulk retrieval for a large number of conversations? I will definitely request access to test it. Thanks.

Hichem - while the analytics/conversations/details/jobs endpoint can occasionally be delayed from overnight processing - we have improved the reliability of that service over the last 12 months and that is definitely one option for getting your attributes.  Additionally, we recently released a new endpoint known as the 'participant attribute search endpoint'.  This endpoint, for which enablement is gated ( and can be enabled via a request through your account team), provides access to all custom attributes in real-time so that they can be offloaded to your data warehouse.   Future support will provide actual search capability as well but we have some work to do to create schemas for that data and store it separately from Conversations.

If you are interested - please take a look at the endpoint here:  https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-participants-attributes-search

Thanks,
Chris

Before we look too far in the future, I would appreciate a lot if Genesys could at least ensure all attached data is available within 24hours, today we extract Genesys Cloud data and there is no guarantee from Genesys to have all data attached within 24 hours so we have to get the details via conversation details jobs every 48 hours. Many customers cannot believe that it is not possible to get all conversation details within 24hours with a cloud solution like Genesys, so this may be a first step to consider in terms of urgency. Thanks

Hello Carlos, 
These two use cases are great. Nothing outside of what we would have expected. 
The wrap-up code one, is a workaround on a platform limitation, but the first use case indicates the typical needs and uses of participant data. 

As you said the new search endpoint for participant data, allows customers to search by conversationID, start and end time, and not by a particular custom attribute. 

Hello Fatemeh,

Thank you for the feedback. Although Q2 2024 seems far, I understand the challenges on searching/filtering such unstructured data, and it is good to know that Genesys is looking seriously at this because from operational perspective, this is a key feature.

Use case is simple. Agents need to collect some business information during the inbound call (free text, dropdown, checkbox,..) and supervisors want to be able to search for a specific value in one of the business fields.
Example: For an airline. Customer can call the airline support service to complain about his flight. Agent need to collect some info (flight number, booking number, name, reason of complaint). Few days later, a supervisor is asked for the details of the call regarding a specific booking number. He will need to search Interactions for this booking number.
Or supervisor wants to filter all calls regarding a specific flight.
As Shane posted, in some situations, we could use External Tag, but this is a workaround, and limits to one field (and External Tag is not even settable from agent script, but this is a different story).

Another popular use case is: ability to store more than one call reason. This could be done by wrapup code, but wrapup code only allow one level. Customer often need to classify with multiple level (example: level 1 "Credit Card", level 2 "Stolen"). We use participant data for this, but supervisor can't filter for a specific level1/level2.

I hope this helps.
We are looking forward to see this feature released.

@Shalom thanks for the hint. However I believe that endpoint is not what we are looking for. That one will give ability to filter by regular fields (id, start/end time) and will return all participant data only. But maybe I'm missing something.

Regards

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-04-2023 13:07
From: Fatemeh Toyserkani
Subject: GC Interaction search based on Participant data

Hello Carlos,

Ability to search on a selected set of custom attributes is a feature that is on our roadmap. 
The way participant data is designed ( unstructured set of KVPs), does not allow us to provide search and filter capabilities on the interaction list reports. 
We are investing on a few tech enablers in the back-end, before we can roll-out a new capability to get and set custom attributes ( which in nature works similar to get and set participant data in a structured format ). 
Once those features are available, the analytics and reporting team can expose a subset of these attributes and make them available for search and filtering. 

Realistically we are looking at best Q1 or Q2  2024 for these changes to become available for customers to use. 
In the meantime, I'd like to be able to review the use cases that your customers need to search or filter interactions on participant data. 
If you can contact me directly and share those use cases with me, it will be a huge benefit for us. 

Thanks,
Mojdeh

------------------------------
Fatemeh Toyserkani
Genesys - Employees

Original Message:
Sent: 04-03-2023 10:25
From: Carlos Correia
Subject: GC Interaction search based on Participant data

Hello Chris,
This topic has a few months. My customers need something like that as well.
What is the status of this topic? Is there anything that we can already use for this or in roadmap?

Thanks.
Carlos Correia

------------------------------
Carlos Correia
Xseed-Consultoria e Sistemas de Informacao Lda

Original Message:
Sent: 04-11-2022 10:11
From: Chris Bohlin
Subject: GC Interaction search based on Participant data

Definitely our end goal, Jeffrey.  We need to get some structure around the attributes before we can start to use them in the platform (or provide even simply filters and sorts) before we get there but its on our radar.

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 04-10-2022 21:24
From: Jeffrey Hoogkamer
Subject: GC Interaction search based on Participant data

One of the things I miss from PureConnect was the ability to set 'Custom Attributes' that attach to the Interaction (not just the Participant), then create a Queue Column that only looked up that specific Custom Attribute. Then in any of the real-time views, I could have that specific attribute show in a defined column, that could then be filtered/searched.

------------------------------
Jeffrey

Original Message:
Sent: 04-07-2022 07:53
From: Shalom Benzaquen
Subject: GC Interaction search based on Participant data

Team, in the interaction view we are able to now see the participant data..  I wonder if there is any way of filter or search based on Participant data..  This feature was available with Verint to search based on Meta data, i wonder if this search/Filter feature is available now, or is a RoadMap Item..  I also wonder if there is an API for this as well.. Thanks
#Ask Me Anything (AMA)
#API/Integrations
#QualityManagement
#Reporting/Analytics
#Roadmap/NewFeatures

------------------------------
Shalom Benzaquen
Anthem, Inc.
------------------------------