We are a Genesys AppFoundry Premium App for Email Help Desk. Our app captures inbound emails, automates responses (if possible), then creates a Genesys Conversation dynamically if a human touch is needed. For some of our customers, we dynamically create 50,000+ Conversations a day.
We have dashboards in our system that shows supervisors the status of Conversations that our app is involved in. For performance reasons, we store some Conversation data in our system with a combination of Data Actions, Client App JS events, Architect Flows, and periodic polling. Examples of Conversation events that need to call a REST API in our system:
- Agent transfers Conversation to another agent
- Agent changes the Customer (External Contact)
- Supervisor manually cancels a Conversation from the admin pages
With the recent advances in Genesys Cloud, is using something like the Notifications API the preferred way to get near-real-time updates on 50,000+ Conversations a day? Is there another pattern that Genesys would prefer we use?
#ArchitectureandDesign#Integrations------------------------------
Maksim Gill
Eccentex (Customer Service Platform)
https://www.eccentex.com/genesys------------------------------