Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Canned responses usage

    Posted 04-12-2021 09:21
    No replies, thread closed.
    Hello, 

    is there any way how to report usage of the Canned responses? Eg. which user uses them the most or which one is the most used? 

    Thanks :)
    #Reporting/Analytics

    ------------------------------
    Sandra Kakasova
    IKEA Ceska Republika
    ------------------------------


  • 2.  RE: Canned responses usage

    Posted 04-13-2021 03:22
    No replies, thread closed.
    Hi Sandra,

    Usage of the canned responses is not tracked with Genesys Cloud, bearing in mind especially for voice that there isn't really a way of tagging which canned responses an agent has actually read out to the customer (they may have searched through several). If you are looking for this kind of information from knowledge management then I'd suggest reviewing one of the third party integrations, such as livepro: https://appfoundry.genesys.com/filter/genesyscloud/listing/267aa030-8b00-4bd0-b048-d135527ca31c

    ------------------------------
    Gareth James
    CALLSCAN AUSTRALIA PTY. LTD.
    ------------------------------



  • 3.  RE: Canned responses usage

    Posted 04-13-2021 07:34
    No replies, thread closed.
    Hi Sandra,

    What Gareth says is true, on calls, if you don't have a third party you're out, but on emails what I made is when creating the canned response, down the signature, in white I put a keyword, for example, "CannedResponse", this way, thanks to the connectivity via API with Looker, I have data on wich canned response we use more or if an agent is not using etc...

    Don't know if it will helps, but you can contact me anytime!

    Best!

    Joan

    ------------------------------
    Joan Riera
    Real-Time Analyst & WorkForce
    Stayforlong
    jsagales@stayforlong.com
    ------------------------------



  • 4.  RE: Canned responses usage

    Posted 04-13-2021 17:49
    No replies, thread closed.
    Hi Sandra, 

    The Genesys Cloud API's are fantastic starting point. We have created division controlled canned responses for a number of Genesys Cloud clients where the client is in full control things like content, order, restrictions etc. all this data is then fed it our REPO reporting application to show time usage, average usage and the specific order followed by an agent.

    Kind Regards
    Warren 
    warren@noralogix.com

    ------------------------------
    warren beddie
    Noralogix PTY (Ltd)
    ------------------------------



  • 5.  RE: Canned responses usage

    Posted 04-15-2021 05:27
    No replies, thread closed.
    Hi Sandra, 

    I forgot to add we have added the following as well: 

    Support text formatting for chat and emails
    email html and for chat markdown
    spitted by queues and divisions 

    One can do a lot 

    Kind Regards

    ------------------------------
    warren beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
    ------------------------------

    Original Message


Related Content