PureConnect

Discussion Thread View
Expand all | Collapse all

Callbacks indicator on a call that a callback was requested

  • 1.  Callbacks indicator on a call that a callback was requested

    GCAP Member
    Posted 03-16-2021 11:35
    ​Hi All,

    I am looking at calls in the interaction tracker - interaction details, to identify what variable marks that the caller has requested a "Callback", can anyone help?
    #PlatformAdministration
    #Reporting/Analytics
    #Telephony
    #Unsure/Other

    ------------------------------
    Conor Twomey
    Arbella Service Company, Inc. and its Affiliates
    ------------------------------


  • 2.  RE: Callbacks indicator on a call that a callback was requested

    GCAP Member
    Posted 03-17-2021 09:53
    The data is not in the DBs by default, take a look at the following:
    help.genesys.com/pureconnect/mergedProjects/wh_tr/desktop/pdfs/reporting_tr.pdf     Page 24
    Eic_CallbackAssociatedCallId
    Eic_CallbackOriginalCallId

    A couple other threads you may want to review:
    https://community.genesys.com/digestviewer29/viewthread?MessageKey=1e4fcb62-1dca-4dd1-bfdb-34f0ee6c1053&CommunityKey=cf214c8f-5206-4010-9b2c-2085cbd65a44&tab=digestviewer#bm1e4fcb62-1dca-4dd1-bfdb-34f0ee6c1053

    https://community.genesys.com/digestviewer29/viewthread?GroupId=55&MID=67928&CommunityKey=cf214c8f-5206-4010-9b2c-2085cbd65a44&tab=digestviewer

    https://community.genesys.com/digestviewer29/viewthread?MessageKey=8c7ac6ec-636d-441b-a6a8-45aaf2d9e72b&CommunityKey=cf214c8f-5206-4010-9b2c-2085cbd65a44&tab=digestviewer#bm8c7ac6ec-636d-441b-a6a8-45aaf2d9e72b

    ------------------------------
    Pete Schroeder
    American Customer Care, Inc
    pschroeder@accare.com
    ------------------------------



  • 3.  RE: Callbacks indicator on a call that a callback was requested

    Top 25 Contributor
    Posted 03-17-2021 11:11
    I write both the attribute Pete mention to the custom attributes table, via IA settings for the custom mappings.

    I know several of the VARs offer some reporting packages with this functionality as well.

    @Trent Vance can prolly help point you in the direction or help provide a package solution.​

    ------------------------------
    ryan hedlund
    Stericycle
    ------------------------------



  • 4.  RE: Callbacks indicator on a call that a callback was requested

    Posted 03-17-2021 20:54
    Thanks for the call-out my friend.

    But yes, there is nothing OOB in the InteractionSummary table (populated by Tracker) or otherwise.  You can certainly get fancy with handlers, but I'm not really a handlers guy.  So I use the EIC_Callback* attributes and custom log them to the custom attributes table via the Report Log container in Interaction Administrator.

    PureConnect - Genesys

    More information in that link above (it's the initial link Pete posted).

    After getting the custom data logged, you could build SQL queries to extract that info, or a tool like Power BI to build a data model that relates the appropriate data tables.

    Thanks,
    Trent.

    ------------------------------
    Trent Vance
    Avtex Solutions, LLC
    ------------------------------