Genesys Cloud - Main

Hi There,

We are planning a PureCloud implementation later this year and I am trying to understand our options for 'tagging' calls for later retrieval.

For example, a call's queue could be 'enquiries', the wrap-up code could be 'request fulfilled' and the 'tags' could be a set of subjects that was discussed and a tag containing the caller's internal customer ID.

I know of participant data fields that can be populated through Architect flows, but does anywhere in the PureCloud UI enable searching / finding past interactions based upon participant data fields - as this would probably meet our needs?

Or otherwise, what would be the best way to achieve this?

Ideally, a manager would be able to, for instance, find a previous call by searching using a customer ID and listen to its recording.

Our preference is to do this without involving any other systems at this stage (later we will integrate to a CRM but for now we are treating PureCloud as a standalone system)

Thanks
Luke

Following this

------------------------------
LY TRAN
Cardinal Health 5, LLC
------------------------------

Original Message:
Sent: 04-10-2018 21:02
From: Luke Hanily
Subject: Call Tagging and Searching

Hi There,

We are planning a PureCloud implementation later this year and I am trying to understand our options for 'tagging' calls for later retrieval.

For example, a call's queue could be 'enquiries', the wrap-up code could be 'request fulfilled' and the 'tags' could be a set of subjects that was discussed and a tag containing the caller's internal customer ID.

I know of participant data fields that can be populated through Architect flows, but does anywhere in the PureCloud UI enable searching / finding past interactions based upon participant data fields - as this would probably meet our needs?

Or otherwise, what would be the best way to achieve this?

Ideally, a manager would be able to, for instance, find a previous call by searching using a customer ID and listen to its recording.

Our preference is to do this without involving any other systems at this stage (later we will integrate to a CRM but for now we are treating PureCloud as a standalone system)

Thanks
Luke

You can search for calls, and other interactions, through the Performance > Interactions view. There is a filter which allows you to specify the meta data to filter down the view. This filter allows you to specify date range, ANI, DNIS, queue, user, duration and wrap up code. For example you could use this to only see all calls into the Support queue with a wrap up of Question.

Cheers,
Don

------------------------------
Don Huovinen
Genesys - Employees
------------------------------

Original Message:
Sent: 04-11-2018 14:38
From: LY TRAN
Subject: Call Tagging and Searching

Following this

------------------------------
LY TRAN
Cardinal Health 5, LLC

Original Message:
Sent: 04-10-2018 21:02
From: Luke Hanily
Subject: Call Tagging and Searching

Hi There,

We are planning a PureCloud implementation later this year and I am trying to understand our options for 'tagging' calls for later retrieval.

For example, a call's queue could be 'enquiries', the wrap-up code could be 'request fulfilled' and the 'tags' could be a set of subjects that was discussed and a tag containing the caller's internal customer ID.

I know of participant data fields that can be populated through Architect flows, but does anywhere in the PureCloud UI enable searching / finding past interactions based upon participant data fields - as this would probably meet our needs?

Or otherwise, what would be the best way to achieve this?

Ideally, a manager would be able to, for instance, find a previous call by searching using a customer ID and listen to its recording.

Our preference is to do this without involving any other systems at this stage (later we will integrate to a CRM but for now we are treating PureCloud as a standalone system)

Thanks
Luke

Thanks Don. I was really wanting to know if you can search using conversation participant data fields (by using the UI, not the API). I realise the Performance->Interactions view may not offer this, but are there any other screens that would or any other way to achieve this? 


------------------------------
Luke Hanily
VicSuper
------------------------------

Original Message:
Sent: 04-11-2018 19:01
From: Don Huovinen
Subject: Call Tagging and Searching

You can search for calls, and other interactions, through the Performance > Interactions view. There is a filter which allows you to specify the meta data to filter down the view. This filter allows you to specify date range, ANI, DNIS, queue, user, duration and wrap up code. For example you could use this to only see all calls into the Support queue with a wrap up of Question.

Cheers,
Don

------------------------------
Don Huovinen
Genesys - Employees

Original Message:
Sent: 04-11-2018 14:38
From: LY TRAN
Subject: Call Tagging and Searching

Following this

------------------------------
LY TRAN
Cardinal Health 5, LLC

Original Message:
Sent: 04-10-2018 21:02
From: Luke Hanily
Subject: Call Tagging and Searching

Hi There,

We are planning a PureCloud implementation later this year and I am trying to understand our options for 'tagging' calls for later retrieval.

For example, a call's queue could be 'enquiries', the wrap-up code could be 'request fulfilled' and the 'tags' could be a set of subjects that was discussed and a tag containing the caller's internal customer ID.

I know of participant data fields that can be populated through Architect flows, but does anywhere in the PureCloud UI enable searching / finding past interactions based upon participant data fields - as this would probably meet our needs?

Or otherwise, what would be the best way to achieve this?

Ideally, a manager would be able to, for instance, find a previous call by searching using a customer ID and listen to its recording.

Our preference is to do this without involving any other systems at this stage (later we will integrate to a CRM but for now we are treating PureCloud as a standalone system)

Thanks
Luke

Original Message------

Thanks Don. I was really wanting to know if you can search using conversation participant data fields (by using the UI, not the API). I realise the Performance->Interactions view may not offer this, but are there any other screens that would or any other way to achieve this? 


------------------------------
Luke Hanily
VicSuper
------------------------------

Yep - these are for queued contact centre calls - i.e. calls to PureCloud Engage 3 users.

------------------------------
Luke Hanily
VicSuper
------------------------------

Original Message:
Sent: 04-11-2018 20:03
From: Bob King
Subject: Call Tagging and Searching

Just to clarify.  These are for only queued calls and not those with communicate licenses correct?

Sent from my Verizon, Samsung Galaxy smartphone

Original Message------

Thanks Don. I was really wanting to know if you can search using conversation participant data fields (by using the UI, not the API). I realise the Performance->Interactions view may not offer this, but are there any other screens that would or any other way to achieve this?


------------------------------
Luke Hanily
VicSuper
------------------------------

Hi. My answer was based upon the capabilities through the UI.

If you go to Interactions view - PureCloud Resource Center
And then scroll down to Interaction search filters
and expand all this provides the information on the filtering which I was mentioning in my answer.

Cheers,
Don

------------------------------
Don Huovinen
Genesys - Employees
------------------------------

Original Message:
Sent: 04-11-2018 19:37
From: Luke Hanily
Subject: Call Tagging and Searching

Thanks Don. I was really wanting to know if you can search using conversation participant data fields (by using the UI, not the API). I realise the Performance->Interactions view may not offer this, but are there any other screens that would or any other way to achieve this?


------------------------------
Luke Hanily
VicSuper

Original Message:
Sent: 04-11-2018 19:01
From: Don Huovinen
Subject: Call Tagging and Searching

You can search for calls, and other interactions, through the Performance > Interactions view. There is a filter which allows you to specify the meta data to filter down the view. This filter allows you to specify date range, ANI, DNIS, queue, user, duration and wrap up code. For example you could use this to only see all calls into the Support queue with a wrap up of Question.

Cheers,
Don

------------------------------
Don Huovinen
Genesys - Employees

Original Message:
Sent: 04-11-2018 14:38
From: LY TRAN
Subject: Call Tagging and Searching

Following this

------------------------------
LY TRAN
Cardinal Health 5, LLC

Original Message:
Sent: 04-10-2018 21:02
From: Luke Hanily
Subject: Call Tagging and Searching

Hi There,

We are planning a PureCloud implementation later this year and I am trying to understand our options for 'tagging' calls for later retrieval.

For example, a call's queue could be 'enquiries', the wrap-up code could be 'request fulfilled' and the 'tags' could be a set of subjects that was discussed and a tag containing the caller's internal customer ID.

I know of participant data fields that can be populated through Architect flows, but does anywhere in the PureCloud UI enable searching / finding past interactions based upon participant data fields - as this would probably meet our needs?

Or otherwise, what would be the best way to achieve this?

Ideally, a manager would be able to, for instance, find a previous call by searching using a customer ID and listen to its recording.

Our preference is to do this without involving any other systems at this stage (later we will integrate to a CRM but for now we are treating PureCloud as a standalone system)

Thanks
Luke

Hi Luke, that isn't available today:

"search using conversation participant data fields (by using the UI, not the API)"

Participant Data (attributes) fields aren't indexed in the Analytics service, so they're not searchable in any UI or via the API.

------------------------------
rj smith
Genesys - Employees
------------------------------

Original Message:
Sent: 04-11-2018 19:37
From: Luke Hanily
Subject: Call Tagging and Searching

Thanks Don. I was really wanting to know if you can search using conversation participant data fields (by using the UI, not the API). I realise the Performance->Interactions view may not offer this, but are there any other screens that would or any other way to achieve this?


------------------------------
Luke Hanily
VicSuper

Original Message:
Sent: 04-11-2018 19:01
From: Don Huovinen
Subject: Call Tagging and Searching

You can search for calls, and other interactions, through the Performance > Interactions view. There is a filter which allows you to specify the meta data to filter down the view. This filter allows you to specify date range, ANI, DNIS, queue, user, duration and wrap up code. For example you could use this to only see all calls into the Support queue with a wrap up of Question.

Cheers,
Don

------------------------------
Don Huovinen
Genesys - Employees

Original Message:
Sent: 04-11-2018 14:38
From: LY TRAN
Subject: Call Tagging and Searching

Following this

------------------------------
LY TRAN
Cardinal Health 5, LLC

Original Message:
Sent: 04-10-2018 21:02
From: Luke Hanily
Subject: Call Tagging and Searching

Hi There,

We are planning a PureCloud implementation later this year and I am trying to understand our options for 'tagging' calls for later retrieval.

For example, a call's queue could be 'enquiries', the wrap-up code could be 'request fulfilled' and the 'tags' could be a set of subjects that was discussed and a tag containing the caller's internal customer ID.

I know of participant data fields that can be populated through Architect flows, but does anywhere in the PureCloud UI enable searching / finding past interactions based upon participant data fields - as this would probably meet our needs?

Or otherwise, what would be the best way to achieve this?

Ideally, a manager would be able to, for instance, find a previous call by searching using a customer ID and listen to its recording.

Our preference is to do this without involving any other systems at this stage (later we will integrate to a CRM but for now we are treating PureCloud as a standalone system)

Thanks
Luke