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  • 1.  Extract notes for an interaction

    Posted 01-17-2022 06:20
    Edited by Vladimir Chiveri 01-17-2022 06:20
    No replies, thread closed.
    According to Resource Center it is possible to leave interaction notes (here: Enter notes for an interaction - Genesys Cloud Resource Center), but i couldn't find anything about how to extract the entered notes in detail. 

    The only option i have found is Performance > Interactions > Filter "Wrap-up Notes" > Yes/No. 


    Thank you in Advance for your help!

    #Reporting/Analytics

    ------------------------------
    Vladimir Chiveri
    Europ Assistance Gesellschaft m.b.H.
    ------------------------------


  • 2.  RE: Extract notes for an interaction

    Posted 01-17-2022 15:03
    Edited by Vaun McCarthy 01-17-2022 15:03
    No replies, thread closed.
    Hi Vladimir

    What do you mean here by extract?  You can get the notes from the API:

    /api/v2/conversations/{conversationId}

    among the results on each conversation will be this:

    ...
    "wrapup": {
    "code": "XXX",
    "name": "XXX",
    "notes": "NOTES WOULD BE HERE"



    ------------------------------
    Vaun McCarthy
    ------------------------------



  • 3.  RE: Extract notes for an interaction

    Posted 08-22-2022 13:13
    No replies, thread closed.
    Could the Notes field be used as Participant Data associated with a call in a flow? What might that look like?

    I'm asking in relation to my previous post regarding non-SF/SF call transfers. If I could have an agent enter the SF case number in Genesys notes, then pass that to SF as a pop-up variable, I might be able to pop the active SF case and not create a new one.

    Thanks.

    ------------------------------
    John Codispoti
    Pfizer Inc.
    ------------------------------

    Original Message


  • 4.  RE: Extract notes for an interaction

    Posted 08-22-2022 15:16
    No replies, thread closed.
    Hi John

    Not directly no.  But what might work is if you used Agent Scripts.  You could have a text field on that tied to an output varialbe SF_SearchValue.  If you have the first agent enter the case number into that field, it may then be used by the SF integration.  You'd need to test this though.​

    ------------------------------
    Vaun McCarthy
    ------------------------------

    Original Message


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