Charaf | 2023-03-03 16:54:11 UTC | #1
Hello,
I have developed a custom web app that I am embedding as a Widget in Genesys Cloud using Client Apps. In some use cases, agents need to open an interaction in the interactions section without opening it in a new tab in Chrome.
To achieve this, I am using the showInteractionDetails method in my code: myClientApp.conversations.showInteractionDetails('interaction-id-here'). (following the documentation: https://developer.genesys.cloud/platform/integrations/client-apps/sdk/clientapp)
However, when the interaction is opened, it displays an outdated view of the interaction, which is no longer visible. I have attached a screenshot for reference, which displays the legacy view where the transcript is shown in the recording section, but now it is under the transcript tab.
I would like to know if there is a way to accomplish the same task but using the new interactions view instead of the old view (including Transcript tab where agents can review the transcripts).
Furthermore, I would like to inquire if it is possible to show the interactions section where agents can start a new interaction on behalf of a queue using the Client App SDK. I have not been able to find any method that would allow me to do this, and I was hoping you might have some information or an API that could be used.
Thank you in advance for you help,
Charaf
Charaf | 2023-03-07 16:25:07 UTC | #2
Any ideas @Jerome.Saint-Marc @tim.smith @anon28885283 ? Thank you in advance for your clarifications :slight_smile:
Charaf,
Jerome.Saint-Marc | 2023-03-07 17:00:13 UTC | #3
Adding @Justin_Ray
The https://developer.genesys.cloud/platform/integrations/client-apps/sdk/conversationsapi#showinteractiondetails appears to display a legacy view (not the same one which is displayed now selecting Interaction through Workspace).
Charaf | 2023-03-10 14:24:54 UTC | #4
Hello @Justin_Ray,
Could you please let me know if this change can be made on your end?
If necessary, I can open a ticket for this request.
Thank you for your assistance. :slight_smile:
Kind Regards,
Charaf
Jerome.Saint-Marc | 2023-03-10 14:30:28 UTC | #5
I am not Justin but I think creating a ticket with Genesys Customer Care would be a good idea (and probably what Justin would have asked).
Regards,
Charaf | 2023-03-10 16:05:15 UTC | #6
Thank you Jerome for your quick response.
I'll create a ticket in that case :slight_smile:
Kind Regards,
Charaf
system | 2023-04-10 16:06:12 UTC | #7
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