Workforce Engagement Management

Hello, Community members.

We are happy to announce that we have added Participant Data values in Interaction Details view. With this feature, Genesys Cloud Quality managers and Quality evaluators can now view the participant data attributes defined in the flows directly in the interaction details view.

Genesys Cloud stores participant data attributes as part of the Conversation. An attribute is a piece of information about a participant that travels with it throughout the interaction. In contrast to flow variables, participant data attributes persist between transfers from one call flow to another. 

This feature enables Quality managers and Quality evaluators to see the results of data actions, collected digits in IVR, and data table found values. 
Further following are some of the features incorporated to Interaction details view as part of the release.

• A copy icon is provided next to the Participant Data attribute values to copy the value.
• If an attribute value is an HTTP link, then it is available in Interaction details as a link that can be clicked to open a new window/tab.
• In case there are multiple participants in the interaction then Participant data attributes of all the participants are displayed in the interaction details.

 

RESOURCES

• Release Notes - https://help.mypurecloud.com/releasenote/may-19-2021/
• Documentation - https://help.mypurecloud.com/articles/view-participant-data-attributes/

#QualityManagement

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Dilipkarthik J
Genesys - Employees
Sr. Product Manager
WEM
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#QualityManagement

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Dilipkarthik J
Genesys - Employees
Sr. Product Manager
WEM
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