luke-h | 2018-06-04 07:37:33 UTC | #1
Hi There,
We are deploying PureCloud with a mix of Communicate and Contact Centre users.
For the communicate users, we are hoping to record calls and have a basic mechanism to manually 'tag' the recordings with an internal customer number, and for said recordings & tags to be accessible by managers/supervisors.
Is what we want doable if we:
- Have Communicate users set names for their recordings from their inbox, using a convention we come up with, and
- Write an internal program to pull down the recording names and their associated interaction IDs, and
- Provide an view (e.g. a report) for managers that lists the recordings, their given names, and provides links to open the recordings in PureCloud using their interaction ID?
Or are there any alternative approaches worth considering? (especially any that wouldn't require the involvement of another system)
Unfortunately to make matters more difficult, we are planning on disabling Content Management for these users due to internal cloud policies - otherwise we could have used shared workspaces and the tagging feature there. We're only blocking this because we want to block file uploads (I assume there's no way to leave Content Management enabled but disable uploads)?
Thanks very much, Luke
tim.smith | 2018-06-04 13:28:32 UTC | #2
It sounds like the evaluations feature (Quality Management might do what you're looking for.
Aside from that, you could store participant attributes on each conversation to associate the conversation with your customer number, the custom recording title, and any other data you need to associate. However, these participant attributes aren't indexed and therefore aren't searchable and are only available when using the conversation APIs; analytics doesn't track participant attributes.
This application could be built as a simple client-side web app using the API. Alternatively, this could be built using an external database to allow the content to be searchable and give you the ability to run reports on it.
luke-h | 2018-06-04 23:23:40 UTC | #3
Thanks Tim,
Participant attributes are what we're planning to use for calls made to/from our Contact Centre and we will populate them using scripts and IVR capture and download them to make them searchable.
But standard business users (i.e. those with only a Communicate license) won't have access to scripts or quality management (unless I'm mistaken?) and I can't see a way for them to set participant attributes. For those users would the approach of downloading the recordings and their names to our database work?
tim.smith | 2018-06-05 12:30:30 UTC | #4
luke-h, post:3, topic:2942
I can't see a way for them to set participant attributes
This would be something you would do in an integration you write.
system | 2018-07-06 12:30:35 UTC | #5
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This post was migrated from the old Developer Forum.
ref: 2942