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  • 1.  How to pass IVR data to a client application or interaction widget displaying a dashboard (powerBI/snowflake)

    Posted 09-16-2025 17:26
    Trying something and would like guidance please:
     
    I'd like to 
     
    1. collect a Booking ID from the IVR (easy)
    2. and pass that to a client application loaded into Genesys (example powerBI dashboard or snowflake dashboard) - I know how to add the client application but how do I pass the bookingID?
    3. The client app is able to display customized dashboard connected associated to the customer based on the booking ID or their phone number.
     
     
    Let's leave the details of the dashboard to the client app where it's built. The key here is to pass the bookingID from the IVR to the client app.
     
    What are the options to do this?
     
    I believe/researched the Genesys widget or standalone app don't have access to interaction details including the bookingID. Is this true? 
    If so, I'd need to manually enter the booking ID by the agent into the client app to filter it. This is one way.
     
     
    However, the Interaction Widget DOES have access to the interaction booking ID or caller phone number per research. I'd like to be able to pass it directly to the Interaction Widget app and have it display the dash in relation to the user. How can this be done?
    Thanks

    #Integrations

    ------------------------------
    Suren Nathan
    Product Owner - Telecom and Contact Centre
    SUNWING VACATIONS INC.
    ------------------------------


  • 2.  RE: How to pass IVR data to a client application or interaction widget displaying a dashboard (powerBI/snowflake)

    Posted 09-16-2025 23:55

    @Jim Crespino can you assist here?



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------



  • 3.  RE: How to pass IVR data to a client application or interaction widget displaying a dashboard (powerBI/snowflake)

    Posted 09-17-2025 02:17

    Hi Suren,
    I am just a beginner in programming interaction widgets and made a simple prototype work. There is no direct way to "pass" information beside the standard parameters for interaction widgets (for example the conversationID). In Architect you will have to write the IVR result into the participant data and in the widget collect that participant data via API Call.

    Best regards
    Christoph



    ------------------------------
    Christoph Domaschke
    Leiter Service Center (Cronbank)
    ------------------------------



  • 4.  RE: How to pass IVR data to a client application or interaction widget displaying a dashboard (powerBI/snowflake)

    Posted 09-17-2025 14:30

    Appreciate the reply @Christoph Domaschke.  Understood the part on configuring the interaction widget and passing the conversation ID part. 

    1. I presume the variable conversation ID will pass the live interaction ID when configured in Genesys client app settings. Correct?

    2. The interaction widget app- will that need to be hosted on a node.js server and using Genesys client SDK and platform SDK to build the app?  - This is the first time tackling this and unclear where to start. I know that @Jim Crespino demo'd an application boilerplate but unsure where to find it on github. From his video "Custom Client Applications and Interaction Widgets".

    3. In that app, I'd need to extract participant data containing the attached BookingID.

    4. I'd like to then call / render a website that accepts the bookingID and displays a dashboard for example provided by Snowflake or PowerBI and presents insight on the customer - taken care of by the other team making the dash.

    Any help is appreciated. 

    Thanks



    ------------------------------
    Suren Nathan
    Product Owner - Telecom and Contact Centre
    SUNWING VACATIONS INC.
    ------------------------------

    Original Message


  • 5.  RE: How to pass IVR data to a client application or interaction widget displaying a dashboard (powerBI/snowflake)

    Posted 09-18-2025 02:38

    Hi Suren,

    t took me many attempts and a lot of support from ChatGPT to create a working boilerplate myself. You're taking on an incredibly tough challenge.
    Please note, that for genesys Widgets the "pcXXXXXXX" parameters are outdated. Actual parameters stars with "gc" for example "gcConversationId".

    1. Yes, that is correct. There are additional ways in the widget-code via API to access the current conversation(s) of the current user.

    2. Yes, the widget has to be hosted somewhere online. And yes, you will have to use  Genesys client SDK and platform SDK.

    3. There are APIs to collect participant data. platformClient.ConversationsApi() should let you access every detail from the conversation with 

    .getConversation(conversationID) .
    4. Sorry, can't help you with that. As mentioned: I am a beginner in that wide field.

    Best
    Christoph


    ------------------------------
    Christoph Domaschke
    Leiter Service Center (Cronbank)
    ------------------------------

    Original Message


  • 6.  RE: How to pass IVR data to a client application or interaction widget displaying a dashboard (powerBI/snowflake)

    Posted 09-17-2025 05:31

    Hi @Suren Nathan,

    We are using a 3rd party app that configured as a widget. It starts with setting-up an integration of type "Client Apps".

    To configure the integration, you need to setup properties and within the "Application URL" you can pass the conversation-id. I am not sure where the pcConversationId is set in this case but I would believe this is what you may also need to do.


    Here is a screen-shot of how it is setup on our end.



    ------------------------------
    Vineet Kakroo
    Senior Technical Consultant
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  • 7.  RE: How to pass IVR data to a client application or interaction widget displaying a dashboard (powerBI/snowflake)

    Posted 09-17-2025 14:32

    Appreciate the reply @Vineet Kakroo.  Understood the part on configuring the interaction widget and passing the conversation ID part. 

    1. I presume the variable conversation ID will pass the live interaction ID when configured in Genesys client app settings. Correct?

    2. The interaction widget app- will that need to be hosted on a node.js server and using Genesys client SDK and platform SDK to build the app?  - This is the first time tackling this and unclear where to start. I know that @Jim Crespino demo'd an application boilerplate but unsure where to find it on github. From his video "Custom Client Applications and Interaction Widgets".

    3. In that app, I'd need to extract participant data containing the attached BookingID.

    4. I'd like to then call / render a website that accepts the bookingID and displays a dashboard for example provided by Snowflake or PowerBI and presents insight on the customer - taken care of by the other team making the dash.

    Any help is appreciated. 

    Thanks



    ------------------------------
    Suren Nathan
    Product Owner - Telecom and Contact Centre
    SUNWING VACATIONS INC.
    ------------------------------

    Original Message


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