Renaud_Larcier | 2021-02-04 13:22:40 UTC | #1
Continuing the discussion from ServiceNow & PureCloud Integration:
tx for your help on previous related post
We have since completed integration of Purecloud in Servicenow using phone connector. We're as well using some webservice calls from Purecloud to Servicenow during IVR to validate customer data etc...this is all working as expected but covers only voice channel Chat and Email are still and will continue to come through SN.
To make maximum use of WFM and Speech analytics future capabilities from Purecloud 3 we would like to export from Servicenow, the chat and email transcripts to Purecloud so the WFM engine will base his forecast on all channels
Anyone having completed this. What are the entrypoints in Purecloud to push chat/email data into Purecloud , what format does it need to have ?
Jerome.Saint-Marc | 2021-02-04 13:45:24 UTC | #2
Hello,
It is not possible to import chat/email data into Genesys Cloud ("conversation information" and chat/email transcripts). The only way to have chat or email (data & transcripts) is to generate a "real" chat or email conversation.
Regards,
Renaud_Larcier | 2021-02-04 14:17:17 UTC | #3
Thank you for quick reply
So customers using Servicenow and Purecloud are letting all their inbound channels (vocie/chat/mail) run through IVR/ACD Purecloud and use /Phone connector (as we already do )/chat connector (if exists)/ Mail connector (if exists) to Servicenow to have Servicenow case mgt system updated with those interactions and at same time benefit from your WFM/Speech analytics capabilities on all channels then ? I'm not looking to real time data export, if a solution exists running at night I would be already very pleased If all of that is not possible it may force me to consider other WFM/Speech analytics solutions in lieu of Purecloud that are more agnostic of the origin of the data
Tx Renaud
Jerome.Saint-Marc | 2021-02-04 14:24:57 UTC | #4
It seems there is a feature tagged as "Feature coming soon" on the Resource Center to upload historical interaction data so that Workforce management can use this data to generate forecasts. See Historical data import section here.
Renaud_Larcier | 2021-02-04 14:36:17 UTC | #5
Hi Jerome Again tx for quick reply This looks promising , I will look into this shortly. Anything similar for the Speech analytics feature to crawl data from other sources ? Tx Renaud
Jerome.Saint-Marc | 2021-02-04 15:38:01 UTC | #6
Unfortunately, I don't know for Speech Analytics. That doesn't mean there won't be something like this. But for now, I have not seen something related to this (I am not in Product Management/Engineering).
system | 2021-03-07 15:38:02 UTC | #7
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