Jeremy_MONZO | 2021-07-08 09:27:13 UTC | #1
Hello,
A customer wants retrieve interaction history done by different channel (chat, call, email,..) in one place (Genesys Cloud). The problem some channel are not handled in Genesys Cloud. What is the best way for achieve this result? My idea is to created all the contacts created from other tool in the external contact. But for channel not handled in genesys Cloud, how retrieve the history? (for example, retrieve the entire chat conversation)
- We have to create all interactions not handled in Genesys Cloud throw API and reattach the conversation with the external contact?
thanks for your hints.
Jerome.Saint-Marc | 2021-07-08 15:25:46 UTC | #2
Hello,
It is not possible to import "external interaction history into Genesys Cloud". I mean that Genesys Cloud Analytics data is only about conversations which were created via the Genesys Cloud channels (phone call to Genesys Cloud, email to Genesys Cloud, chat to Genesys Cloud, SMS to Genesys Cloud, ...), and which were distributed and managed by Genesys Cloud Contact Center Agents.
If your question is about an interaction/conversation which was managed by a different system (other than Genesys Cloud), and if you are asking if you can import data related to these 3rd party interactions into Genesys Cloud so they become available through Genesys Cloud Analytics/Reporting, it is unfortunately not possible.
We have AppFoundry partners who may be able to provide this additional capability. But you would have to contact them via the AppFoundry site and check with them if it fits your needs. I think possibly PureInsights or Noralogix but I can't say for sure.
Regards,
Jeremy_MONZO | 2021-07-23 12:46:16 UTC | #3
Thanks Jerome for feedback
system | 2021-08-23 12:53:17 UTC | #4
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