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Different Case Data in Agent Desktop for Outbound Calls

  • 1.  Different Case Data in Agent Desktop for Outbound Calls

    Posted 06-02-2020 20:23
    Hi, Just wondering if it is possible/adn how to have different case data KVP's to be displayed within Agent Desktop (WWE) when an Agent makes an outbound call. The case data KVP's would need to be different based on the interaction type (i.e. voice,email,etc). I know it can be done for inbound calls using the Applications callflow and desktop overrides, but not sure if it is possible for outbound. I do not want the KVP's to be shown if they are not needed for that interaction, so marking KVP's as Mandatory against the Agent group is not a desirable solution if possible.

    a scenario would be like follows

    Agent makes outbound voice call, Cased data shown would be IXN ID, KVP-1
    Agent makes an outbound Email, Case Data shown would be KVP-2.

    Any thoughts?

    Thanks 

    #Implementation

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    Sean Mahon
    Telstra Corporation Ltd
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