Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Two things.  First use the Set External Tag to the AccountId for easy filtering in the views.  Then you can use a wrap-up code or milestone in the flow to report on types of customers.  Soon, you will be able to set custom attributes on the participant and search for them in the views as well as report on them.  In the meantime, if you set participant data, you can export these as custom columns in the view export.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 04-01-2022 08:57
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Hi Robert,

Just one thing, we are talking about outbound campaign so we don't have an Architect flow to report the type of customers.

Zach

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Original Message:
Sent: 04-02-2022 12:33
From: Robert Wakefield-Carl
Subject: Tag a call recording based on CRM data

Two things.  First use the Set External Tag to the AccountId for easy filtering in the views.  Then you can use a wrap-up code or milestone in the flow to report on types of customers.  Soon, you will be able to set custom attributes on the participant and search for them in the views as well as report on them.  In the meantime, if you set participant data, you can export these as custom columns in the view export.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 04-01-2022 08:57
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Outbound calls can also flow through an Outbound flow to do this.  Also, a script could run a data action on load to write this

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 04-12-2022 04:18
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi Robert,

Just one thing, we are talking about outbound campaign so we don't have an Architect flow to report the type of customers.

Zach

------------------------------
Zacharie Hercule
Orange Business Services S.A.

Original Message:
Sent: 04-02-2022 12:33
From: Robert Wakefield-Carl
Subject: Tag a call recording based on CRM data

Two things.  First use the Set External Tag to the AccountId for easy filtering in the views.  Then you can use a wrap-up code or milestone in the flow to report on types of customers.  Soon, you will be able to set custom attributes on the participant and search for them in the views as well as report on them.  In the meantime, if you set participant data, you can export these as custom columns in the view export.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 04-01-2022 08:57
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

To add to Robert's reply, there is the Idea CLWFO-I-366 that would match QM policy on participant data -- please go vote on it.  But for now, as Robert was saying, you will need to leverage wrap-up codes to influence how the recording is retained via QM policy.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
------------------------------

Original Message:
Sent: 04-01-2022 08:57
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Thank you for your feedback.

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Original Message:
Sent: 04-04-2022 12:27
From: Daniel Ho
Subject: Tag a call recording based on CRM data

To add to Robert's reply, there is the Idea CLWFO-I-366 that would match QM policy on participant data -- please go vote on it.  But for now, as Robert was saying, you will need to leverage wrap-up codes to influence how the recording is retained via QM policy.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 04-01-2022 08:57
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Hi Zacharie, 

Through our DaVinci platform, we can tag call recordings with CRM data and also associate call recordings within CRM applications.  Happy to talk about specific requirements if there's still a need.

------------------------------
Anthony Uliano
Founder / CEO
AMC Technology LLC
anthony.uliano@amctechnology.com
www.amctechnology.com
------------------------------

Original Message:
Sent: 04-07-2022 04:31
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Thank you for your feedback.

------------------------------
Zacharie Hercule
Orange Business Services S.A.

Original Message:
Sent: 04-04-2022 12:27
From: Daniel Ho
Subject: Tag a call recording based on CRM data

To add to Robert's reply, there is the Idea CLWFO-I-366 that would match QM policy on participant data -- please go vote on it.  But for now, as Robert was saying, you will need to leverage wrap-up codes to influence how the recording is retained via QM policy.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 04-01-2022 08:57
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Hi Anthony,

Could you please tell me more about your implementation ?
Can you describe your scenario and the API you use ?

Thanks

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Original Message:
Sent: 04-10-2022 13:55
From: Anthony Uliano
Subject: Tag a call recording based on CRM data

Hi Zacharie,

Through our DaVinci platform, we can tag call recordings with CRM data and also associate call recordings within CRM applications.  Happy to talk about specific requirements if there's still a need.

------------------------------
Anthony Uliano
Founder / CEO
AMC Technology LLC
anthony.uliano@amctechnology.com
www.amctechnology.com

Original Message:
Sent: 04-07-2022 04:31
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Thank you for your feedback.

------------------------------
Zacharie Hercule
Orange Business Services S.A.

Original Message:
Sent: 04-04-2022 12:27
From: Daniel Ho
Subject: Tag a call recording based on CRM data

To add to Robert's reply, there is the Idea CLWFO-I-366 that would match QM policy on participant data -- please go vote on it.  But for now, as Robert was saying, you will need to leverage wrap-up codes to influence how the recording is retained via QM policy.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 04-01-2022 08:57
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Hi Zacharie, 

DaVinci is an integration platform that supports integration of communication platforms and CRM applications, through an open, app-based framework.  We have standard apps to CRM systems like Salesforce, Dynamics, ServiceNow, Zendesk, ServiceNow, SAP and Siebel and many CTI platforms like Genesys Cloud.  We can combine these standard apps and then drive custom use cases through custom apps.  In the case of Genesys Cloud, we use the Embeddable Framework and if a recording is started, when the end recording event is raised, we can update any tags back into Genesys and also take the link to the recording and attach it to an activity into the CRM.  

Since DaVinci is app-based, we can configure the agent experience to support any variety of use cases, even combining channels from different vendors.  This is helpful say in Salesforce, that only supports one URL for CTI integration.  We can, for example, combine Genesys Cloud for voice with Twilio for SMS, and present that as a single UX through OpenCTI. We manage presence across all the vendors, so agents can be truly blended.  

I'm happy to get on a call to discuss further and share a demo if you'd like.  

Thanks

------------------------------
Anthony Uliano
Founder / CEO
AMC Technology LLC
anthony.uliano@amctechnology.com
www.amctechnology.com
------------------------------

Original Message:
Sent: 04-12-2022 04:12
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi Anthony,

Could you please tell me more about your implementation ?
Can you describe your scenario and the API you use ?

Thanks

------------------------------
Zacharie Hercule
Orange Business Services S.A.

Original Message:
Sent: 04-10-2022 13:55
From: Anthony Uliano
Subject: Tag a call recording based on CRM data

Hi Zacharie,

Through our DaVinci platform, we can tag call recordings with CRM data and also associate call recordings within CRM applications.  Happy to talk about specific requirements if there's still a need.

------------------------------
Anthony Uliano
Founder / CEO
AMC Technology LLC
anthony.uliano@amctechnology.com
www.amctechnology.com

Original Message:
Sent: 04-07-2022 04:31
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Thank you for your feedback.

------------------------------
Zacharie Hercule
Orange Business Services S.A.

Original Message:
Sent: 04-04-2022 12:27
From: Daniel Ho
Subject: Tag a call recording based on CRM data

To add to Robert's reply, there is the Idea CLWFO-I-366 that would match QM policy on participant data -- please go vote on it.  But for now, as Robert was saying, you will need to leverage wrap-up codes to influence how the recording is retained via QM policy.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 04-01-2022 08:57
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Hi Daniel,

I cannot access to this link.

Regards

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Original Message:
Sent: 04-04-2022 12:27
From: Daniel Ho
Subject: Tag a call recording based on CRM data

To add to Robert's reply, there is the Idea CLWFO-I-366 that would match QM policy on participant data -- please go vote on it.  But for now, as Robert was saying, you will need to leverage wrap-up codes to influence how the recording is retained via QM policy.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 04-01-2022 08:57
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------

Thanks for pointing this out.  The new ID for the Idea should be WEM-I-296 instead.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
------------------------------

Original Message:
Sent: 04-13-2022 07:41
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi Daniel,

I cannot access to this link.

Regards

------------------------------
Zacharie Hercule
Orange Business Services S.A.

Original Message:
Sent: 04-04-2022 12:27
From: Daniel Ho
Subject: Tag a call recording based on CRM data

To add to Robert's reply, there is the Idea CLWFO-I-366 that would match QM policy on participant data -- please go vote on it.  But for now, as Robert was saying, you will need to leverage wrap-up codes to influence how the recording is retained via QM policy.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)

Original Message:
Sent: 04-01-2022 08:57
From: Zacharie Hercule
Subject: Tag a call recording based on CRM data

Hi,

Can someone please tell me if this scenario is possible ?

Our customer is performing outbound campaigns.
Based on ours CRM information (customer account for example) we would like to be able to tag each recording in two categories. Let's assume we retrieve the account number we want to tag the record as known customer and if not unknown customer. This is for searching an sorting purpose on recording.
We would like also to add some custom data on the recording file name (known_ and unknown_ as prefix for example ) and apply policies based on these two categories.

Thanks
#Ask Me Anything (AMA)

------------------------------
Zacharie Hercule
Orange Business Services S.A.
------------------------------