Our Customer's goal is to have the Zendesk ticket created by the integration be assigned to the agent who answered the call. There is field in Zendesk call "Assignee", which is the field we are looking to populate with the agent who answered the call.
The first part to achieve that goal that is suggested is to modify how we create a ticket using Screenpop instead of Data Action. I have created a table below which shows the suggested Screenpop option versus the Data Action that we currently use.
Here is the Link on the Screenpop default behavior on the Purecloud site: https://help.mypurecloud.com/articles/screen-pop-in-genesys-cloud-for-zendesk/
THe current call flows with data actions came from Genesys Professional Services, so if there is a better way to do it, please help.
Below is a comparison of the behaviors between Screen pop and Data Action. As you can see, only the Single Match result has the same behavior for Screenpop and Data Action. The other 2 "No Match" and "Multiple Matches" have different behaviors. So in order to proceed further with using Screenpop, how can we solve for the differences in behavior to match the Data Action behavior ?
We have talked about doing combined data action for the search and create contact and using Screenpop to create the ticket. We did some testing with that and the ticket created by the screenpop was not associated with the contact we created using the data action. There is a discussion on the community board which is similar to this(https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MID=3034&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer
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Results using Phone number search
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Default Screen pop Behavior
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Data Action Behavior
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Single Match
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The integration pops the relevant ticket or user record
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Pops the ticket created by the data action for that user that matched the phone number
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No Match
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No screen pop occurs, but you receive a notification message.
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Creates a New contact in Zendesk using Data Action and then creates a ticket using data Action. The ticket created then pops to the agent when call is answered.
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Multiple Matches
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You receive a notification message, indicating that there are multiple results.
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Using Data Action, we narrow the search area to look for the matching phone number. We look at the "Notes" field in the User record for the phone number. If it still returns multiple matches, there is no screen pop.
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#Integrations#Routing(ACD/IVR)#SystemAdministration------------------------------
Chris Smith
Genesys - Customer Success - Cloud
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