Genesys Cloud CX

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  • 1.  check all attached interactions to an external contact including waiting interactions

    Posted 16 days ago
    Hi,

    When an agent receive an incoming interaction (voice or email) of one of customer who is recognized in the external contacts, he can click on the right side (bleu arrow) to see all closed interactions in the past for this external contact.
    My question now: is it possible to show also the waiting interactions of this contact when the agent click the arrow to display all details about it ?

    Thank you in advance.
    #PlatformAdministration
    #Reporting/Analytics
    #SystemAdministration
    #Unsure/Other


  • 2.  RE: check all attached interactions to an external contact including waiting interactions

    Posted 12 days ago
    The new single customer view will show interacting and waiting interactions of matched conversations.  I just tested a call and an Email and both showed Waiting and the queue name for the on-hold interaction.   Here is a good article on this:  Single customer view overview - Genesys Cloud Resource Center (mypurecloud.com)

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: check all attached interactions to an external contact including waiting interactions

    Posted 12 days ago
    Hello Robert,

    Many thanks for your feedback, I think this new feature "Single Customer View" will cover exactly our customer need.
    Do you have an idea of when it will be in production ?

    Thank you.

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    Mostafa Oudderhem
    SABIO FRANCE SAS
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