Genesys Cloud CX

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  • 1.  Dialog Engine Intents

    Posted 01-19-2022 18:08
    Is there a way to correlate Conversation IDs with Bot Intents for each interaction, preferably in an exportable way?  Thanks.
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    Martin Bunting
    i3Vision Technologies Inc.
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  • 2.  RE: Dialog Engine Intents

    Posted 01-20-2022 00:53
    You are kind of looking at it wrong.  Intents have no relationship to conversations.  What you probably are thinking about is the Utterance history and how those map to intents and slot fulfilment.  At the top of the utterance history is a pop-out box that will pop the conversation details for listening to the conversation.  A player will be added soon so you can listen as you review the utterance history.  Learn more here:  https://help.mypurecloud.com/articles/view-utterance-history/

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