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  • 1.  Adding a Custom Column In Queue Activity Detail View

    Posted 3 hours ago

    Hello

    Is it possible to add a custom column to the Queue Activity Detail View in order to display participant data or a custom attribute?

    I came across two similar suggestions on the Genesys Ideas portal, but I am also interested in learning about other options for displaying participant information or custom attributes. The main goal is to give agents or supervisors the ability to add extra columns so they can see participant data or a custom attribute, making it easier to cherry-pick based on the displayed information.

    https://genesyscloud.ideas.aha.io/ideas/INB-I-399

    https://genesyscloud.ideas.aha.io/ideas/DARAR-I-2643

    Thank you


    #API/Integrations
    #ArchitectandDesign
    #Omni-ChannelDesktop/UserInterface

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    Sanjaya Purnomo
    UC Engineer
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  • 2.  RE: Adding a Custom Column In Queue Activity Detail View
    Best Answer

    Posted 3 hours ago

    HI Sanjaya

    -

    Currently this is not possible.
    There is only 1 field which is the external tag, however it has a limitation of 32 characters, meaning it is not possible to concatenate much information.

    -

    In the link below, "Marcelo Jabur" posted the following comment:

    https://community.genesys.com/discussion/setting-an-external-tag-from-a-script#bm5de1aa45-599d-4913-8fb8-019d258de19e


    =-=-=-=-=-=-=


    I'm not sure if this helps you, as it's a new feature and I believe still under development, but you might want to take a look at "Conversation Attributes".
    The first part of this feature was released last month, and it allows us to create a customized Schema to add data to conversations.

    So instead of only having a "ExternalTag" field, you could have "Attribute 1", "Attribute 2", Attribute 3", etc.

    The problem is, currently there are no native reportings that include those fields (unlike the External Tag), so it might not be helpful for you at the moment.

    But as far as I remember, Genesys intends to expand on this feature and eventually we should have reportings that will show this information (and maybe be filtereable as well, not sure).

    Anyway, if you want to take a look at the feature, here are some links:

    CA Schema Management APIs

    Conversation Attribute APIs

    Conversation Attribute Search

    Genesys Cloud – Conversation Attribute Schema Management interface - Genesys Cloud Resource Center

    =-=-=-=-=-=-=

    -

    Perhaps this can help you.



    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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