Genesys Cloud - Main

Hi folks,

Just have a requirement from add some of data in the calling list (outbound) to recording meta data, so when they search recording, those custom fields can be use to search.

Sample scenario:
calling list upload to the system contain customer "account number" and agent calling out to this customer and hang-up. upon hang-up there will recording interaction generate for this call and we can filter this call by phone number disposition etc... the requirement is to add account number from calling list to interaction data. Any suggestions highly appreciate. 
#Outbound

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Hasitha Perera
Ark Insights Co Ltd
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My first suggestion would be to use a wrap-up rule in the campaign that would take the account number from the contact list and use a data action to write it as the external tag on the conversation. This way, the agent does not have to do anything to associate the conversation with the account. Also this is visible in the interactions view and searchable through the interactions view filter. Once we get participant data searching, you would be able to write this to any attribute and be able to search on it through the interface.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 12-08-2022 05:18
From: Hasitha Perera
Subject: Attach custom data field to recording interaction data

Hi folks,

Just have a requirement from add some of data in the calling list (outbound) to recording meta data, so when they search recording, those custom fields can be use to search.

Sample scenario:
calling list upload to the system contain customer "account number" and agent calling out to this customer and hang-up. upon hang-up there will recording interaction generate for this call and we can filter this call by phone number disposition etc... the requirement is to add account number from calling list to interaction data. Any suggestions highly appreciate. 
#Outbound

------------------------------
Hasitha Perera
Ark Insights Co Ltd
------------------------------

Hi Robert,

Thanks for your feedback.

I just explore your proposed option, just need to clarify few things,

when we create rule, I guess it should be created in the wrap-up category and condition has to be data action. So we need to create data action first to associate the account number right? just share the screen of the call new rule screen shot. Is there any specific data action condition need to be set?



Thanks,
Hasitha

------------------------------
Hasitha Perera
Ark Insights Co Ltd
------------------------------

Original Message:
Sent: 12-08-2022 10:06
From: Robert Wakefield-Carl
Subject: Attach custom data field to recording interaction data

My first suggestion would be to use a wrap-up rule in the campaign that would take the account number from the contact list and use a data action to write it as the external tag on the conversation. This way, the agent does not have to do anything to associate the conversation with the account. Also this is visible in the interactions view and searchable through the interactions view filter. Once we get participant data searching, you would be able to write this to any attribute and be able to search on it through the interface.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 12-08-2022 05:18
From: Hasitha Perera
Subject: Attach custom data field to recording interaction data

Hi folks,

Just have a requirement from add some of data in the calling list (outbound) to recording meta data, so when they search recording, those custom fields can be use to search.

Sample scenario:
calling list upload to the system contain customer "account number" and agent calling out to this customer and hang-up. upon hang-up there will recording interaction generate for this call and we can filter this call by phone number disposition etc... the requirement is to add account number from calling list to interaction data. Any suggestions highly appreciate. 
#Outbound

------------------------------
Hasitha Perera
Ark Insights Co Ltd
------------------------------