Genesys Cloud CX

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  • 1.  Integrating third party task lists as queues in Genesys Cloud

    GCAP Member
    Posted 06-16-2020 07:05
    Hi,

    I have several teams/departments who spend 30-70 % of their workday in Genesys Cloud and the remaining time in task lists in our CRM-platform handling more back office related tasks.

    We're working towards a common interface through Genesys Cloud, and want to be able to streamline reporting, WFM, administration ++. We are in progress to export task list data to Genesys Cloud, but we struggle to find the most efficient way to do that. Anyone who have an opionion?

    What we are trying to achieve is to:
    • Send task list data to Genesys Cloud with regular updates
      • A task contains a subject, some text and reference numbers to split to different queues in Genesys Cloud
      • We present a simple screenpop made with Scripts
    • One task is presented as an interaction when an agent logs on to that queue
    • The agent will handle the task it self in the CRM-platform and select a wrapup in Genesys Cloud when the task is completed
    • Once a task is completed, the next task is presented as a new interaction etc.
    • Basically, the agent will not have to do anything in Genesys Cloud, but we will have all "interaction" data for tasks as well.

    We have checked the API descriptions to find a suitable API, and we've considered "Messages" (we don't use that for anything) and "Outbound". For "Outbound" the issue is that we don't want Genesys Cloud to call or do anything else than wait.

    Someone who have an idea?
    • What API / channel we should use
    • How to disable f.ex. outbound calling if we use "Outbound"

    Creating or integrating third party solutions for this will probably be to complex at the moment.

    Any help would be highly appreciated!



    #Integrations

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    Carl
    Lowell Norge AS
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  • 2.  RE: Integrating third party task lists as queues in Genesys Cloud

    GENESYS
    Posted 06-17-2020 02:52
    @Richard Schott any ideas? ​

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Integrating third party task lists as queues in Genesys Cloud

    Posted 06-17-2020 03:18
    Sounds like IWD in the Engage world.   I recall hearing talk Genesys was looking at this type of functionality in Cloud.  Is that right?

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 4.  RE: Integrating third party task lists as queues in Genesys Cloud

    GENESYS
    Posted 06-17-2020 08:57
    Options available today are to use the 3rd party provider capabilities on an existing conversation type (email would be the most likely candidate, as it's generally structured like an asynchronous task to be addressed).

    On our mid-term roadmap is a task routing system that is designed to handle exactly these sorts of use cases.  @Chris Bohlin can speak to this a little more, but generally it is shaping up to be similar to portions of iWD's capabilities in the Engage product.​

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    Richard Schott
    Genesys - Employees
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  • 5.  RE: Integrating third party task lists as queues in Genesys Cloud

    GENESYS
    Posted 06-17-2020 13:32
    Richard is correct - I am currently working to gather and organize requirements around a more 'advanced task routing' solution that may effectively become an 'iWD-like' solution (probably more like iWD-Cloud than premise - but still fairly flexible.)  I don't have a timeline on this currently but its something we hope to push forward soon.

    A couple other options you might use today:
    1) Outbound preview campaigns with 'skip' enabled.  This would effectively let you import a list of contact records into the platform, present them to the agent (have the agent pull them up in your CRM, and then SKIP the call (to avoid any call going out).  What's nice about this solution is that you can segment lists using our existing outbound tools and then feed records to campaigns that are running to various queues.  The downside is that you lose the ability to wrap-up these interactions in our platform.  A default wrap-up code is applied 'Preview-skipped' for each interaction.  If you can record the wrap-up/reason code in the CRM - there may not be an issue here.  @Chad McCormick may be able to give you some other suggestions here.

    2) As Richard pointed out - you can use our generic object routing (which makes use of the email or chat channels) to route these types of tasks into the system using our API.  To differentiate 'tasks' from regular emails or chats, you can send over 'provider' information which can then be used to filter these tasks in various performance views in the platform.

    Hopefully, one of these will work for you in the near term.

    Thanks,
    Chris
    ​​​

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    Chris Bohlin
    Product Manager - PureCloud
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  • 6.  RE: Integrating third party task lists as queues in Genesys Cloud

    GCAP Member
    Posted 06-18-2020 06:33

    Thanks all for your input!

    We are attempting to use email. It's not ideal, but it will do for now. We tested yesterday and that was a success.

    @Chris Bohlin

    1) The issue with "Outbound preview" is actually the lack of wrapup code. The best argument for moving the task queues to Purecloud is to be able to monitor "interaction data" including wrapups from one single source. If someone cherry picks, we want to know why. Seems like customer service platforms have a genuine advantage when it comes to monitoring those kinds of data.

    However, we will not actually need a wrapup code. The advisor will have to select if the task is completed or if he/she was unable to solve it (blind transfer button).

    Let's say that we use the Outbound preview. The "Skip" function could be task completed, but will we be able to use the blind transfer before "Skip"? What we want to achieve is to enable the agent to transfer the task to the next suitable agent (bullseye style/same skillsets), but we will also need data to monitor agents who transfer interactions to others.

    ​Very interesting to hear about the iWD plans!
    The back office tasks we handle, vary from fairly simple (subjects for automation) to highly complex. Performance data and user experience like the employees have in Genesys Cloud will probably be a game changer, and we consider third party providers as to complex. 



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    Carl-Petter mktUknown
    Lowell Norge AS
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  • 7.  RE: Integrating third party task lists as queues in Genesys Cloud

    GENESYS
    Posted 06-18-2020 09:34
    Carl - I just ran a quick outbound preview (with skip) campaign and noticed a couple things:  1) An agent is able to blind transfer an interaction before hitting skip and/or launching the preview call!  2) After the transfer, the agent is able to apply a wrap-up code!  To be honest - I'm not sure if the wrap-up code would hold after the second agent then skipped the interaction - (and I don't have enough browsers to test it out - but it might be worth you playing with to see!  I'm not suggesting this is a perfect solution - but its certainly interesting!

    Take care!
    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 8.  RE: Integrating third party task lists as queues in Genesys Cloud

    GCAP Member
    Posted 08-06-2020 10:15

    Slight update from our project!

    We're using 'outbound preview' with skip and we have made an agent script with React mainly to be able to include more advanced functionality. As the agent script acts on behalf of the agent, it can do some manipulation, but not everything.

    For example: it's essential to measure when you start working with a task (and when you end it). Auto answer seems to be limited to agent level and not queue level. We discovered was that some agents are likely to start working with the task in the core system before accepting the interaction, since they are able to see the task data in the agent script. Corrupting important data.

    I'm guessing we'll have to find something in the API to monitor the status of the interaction (hide agent script while waiting for agent to respond) etc.

    In addition we saw that agents are set to 'not responding' when they wrap up a call before calling.

    If there are any news regarding the task routing plans, feel free to share :-)



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    Carl-Petter mktUknown
    Lowell Norge AS
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  • 9.  RE: Integrating third party task lists as queues in Genesys Cloud

    Posted 11-01-2021 17:35
    How is this IWD-Cloud solution coming along @Chris Bohlin?​

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    Vaun McCarthy
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  • 10.  RE: Integrating third party task lists as queues in Genesys Cloud

    Posted 12-07-2021 16:18
    Im also interested to learn more about the cloud iWD solutipon and when it is on the roadmap.
    @Chris Bohlin any news on this topic?​​

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    Rene Perez Solis
    Program Architect
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