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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Original Message:
Sent: 06-17-2020 08:56
From: Richard Schott
Subject: Integrating third party task lists as queues in Genesys Cloud
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
Original Message:
Sent: 06-17-2020 02:51
From: George Ganahl
Subject: Integrating third party task lists as queues in Genesys Cloud
@Richard Schott any ideas?
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George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 06-16-2020 07:05
From: Carl-Petter mktUknown
Subject: Integrating third party task lists as queues in Genesys Cloud
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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