Genesys Cloud CX

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  • 1.  Retrieve Attribute for Agent

    Posted 09-16-2021 18:12
    When customers are requesting a chat, we are passing attributes from our website into our CRM platform via Genesys, and we are trying to make one attribute available for the agents in Genesys because they do not have access to our CRM platform.

    I wanted to know if there is a way to do that? I am thinking about using a script but I don't know if it is doable.
    Agents are using a script use to update the customer case in the CRM platform.

    I have 2 ideas but not sure if it can be completed:
    - actioning the script from the architect flow so that the attribute is populated in Genesys as the agent picks up the chat.
    - creating a script for the agents to be able to retrieve the attribute by pressing a button.

    Does anybody know if this can be done or has another suggestion?

    Louis D.

  • 2.  RE: Retrieve Attribute for Agent
    Best Answer

    Posted 09-18-2021 01:57
    Go the script route.  Chat will supply the chat flow with a data array that can be parsed for data pairs in a collection.  You can pass to a script or use in a lookup first.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect