Hi Kevin. The G-Plus adapter works great, in theory; it passes data to SalesForce seamlessly but blindly as well.
A benefit of SalesForce is that you can have multiple tabs open, each with a different record or case. This is what one issue causing the disconnect; the activity record active (in-focus tab) at the end of the call is where GPlus delivers the call data but that is not always the correct record. Plus the call data is only delivered when the WWE interaction is actually closed; since we have auto-answer and a 120 second ACW whereafter the agent is moved back to Ready, they do not really need to go back to WWE and can remain working in a SalesForce tab. If the agent closes multiple interactions at once, who knows where that call data will end up. The last issue is that the data SalesForce gets for the screenpop (ANI or VIN) is used in is 'Search' to gather all the relevant records on screen for the agent work with; we never have a one-to-one relationship when a call comes in (a perfect world).
We are working through some designs in SalesForce on what to do with the data at the end of the call. One thought is to update the very last activity record touched by the agent (assume they were updating the caller's case and not someone's during the call); we have some work to do. If we could get Genesys to auto close the interaction at the end of the call would definitely help to automate the process.
------------------------------
Davide Giglio
FCA US LLC
------------------------------
Original Message:
Sent: 09-16-2019 18:05
From: Kevin Brown
Subject: Using G-Plus Adapter to Integrate WWE and SalesForce
I am not aware that we have, but you have my undivided attention!
Can you bullet point a use case? We will try to replicate this.
I agree with you about user actions. If you're getting these results, then something's not right.
My experience with the G+ CRM adapters goes back to 1999 and working with a team to create what was to be G+ Adapter 0.01 (Alpha) with Siebel. I can't remember running across this before, at least on a consistent basis. So will be interested in seeing what is causing the data to move to the wrong case.
------------------------------
Kevin Brown
Customer Experience Centers Chief Architect
Banner Health
Original Message:
Sent: 09-15-2019 20:12
From: Davide Giglio
Subject: Using G-Plus Adapter to Integrate WWE and SalesForce
We are currently using the GPlus Adapter which provides WWE as a tab within SalesForce as well as delivers case data to SalesForce to facilitate a screen pop when the call is answered. This works great. The problem we are facing is that call data is not always delivered to the correct SalesForce case at the end of the call. It dependent on two factors: when the agent closes the interaction in WWE and which tab is in focus on SalesForce at that time. This is dependent on the too many user/manual factors.
Has anyone experienced this issue and develop a proper work-around or found a better way to connect a SalesForce record with the Genesys call?
I'd like somehow link the two by consistently (and automatically) writingthe CallID to the correct SalesForce record and/or writing a SalesForce recordID to the call in Genesys. This will then give us the flexibly to link data from both transactions for a full customer 360 view.
Any thoughts or ideas you have tried, even unsuccessful would be appreciated.
#ArchitectureandDesign
#Integrations
------------------------------
Davide Giglio
FCA US LLC
------------------------------