Eduardo_Solano | 2018-08-30 02:35:36 UTC | #1
Hello Team
Is there any way for this scenario: A customer calls and ask for some information but this is sent via email using multimodal communication, it means that the agent sent an outbound email to same customer.
I assume that for PureCloud this two interactions has separate conversations ID right? Do you know a way to correlated both interactions and create a custom report via API to have a consolidated report that shows for which calls there is an outbound email related?
REgards
anon39326996 | 2018-08-30 11:40:58 UTC | #2
We don't currently offer linking an email to a call the way you'd ideally do this. If you are using external contacts, it'd be pretty easy to figure out that the timing of the call and the email coincided using interaction history. You can get the interaction history for a particular contact using this API and using the external contact ID: https://developer.mypurecloud.com/api/rest/v2/analytics/index.html#postAnalyticsConversationsDetailsQuery Here's the resource center article on interaction history: https://help.mypurecloud.com/articles/view-interaction-history-contact-2/ Let me know if you need more info.
Eduardo_Solano | 2018-08-30 11:53:05 UTC | #3
Thanks Lucy, will try that but if the customer has PureCloud 2 license this will work? as i understood this is a PC3 license?
REgards
anon39326996 | 2018-08-30 12:15:36 UTC | #4
We recently changed the licensing around this and it is now available with a PureCloud 2 license. See release notes: https://help.mypurecloud.com/releasenote/april-25-2018/
Eduardo_Solano | 2018-08-30 13:53:04 UTC | #5
Great info!
i will check this inmediatly.
system | 2018-09-30 13:53:07 UTC | #6
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