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How do I identify digits dialed by an incoming caller from an interaction, during playback?

I would use milestones in the Flow to capture this.  If you are looking at just some entry that the user inputs, you could write this to participant data to keep it in perpetuity.  Let me know if you need help with either of these.  

How do I identify digits dialed by an incoming caller from an interaction, during playback?

Hi Robert,

Greetings.

How to we do pass the caller's entered data in IVR to Interaction details widget (Agent view). By default agent would see below screenshot once call is answered. Suppose if I want to display caller's entered digit (lets say Emp#) how to we achieve it? Can you please share some insights on this?

Thanks,

Raja

I would use milestones in the Flow to capture this.  If you are looking at just some entry that the user inputs, you could write this to participant data to keep it in perpetuity.  Let me know if you need help with either of these.  

How do I identify digits dialed by an incoming caller from an interaction, during playback?

Hello, 

you will need to create a variable on your agent script and on architect flow you will use "set screen pop" action to pass your IVR input variable to the variable you just created on script.

for more information you may read:

About scripting - Genesys Cloud Resource Center
Set Screen Pop action - Genesys Cloud Resource Center

Hi Robert,

Greetings.

How to we do pass the caller's entered data in IVR to Interaction details widget (Agent view). By default agent would see below screenshot once call is answered. Suppose if I want to display caller's entered digit (lets say Emp#) how to we achieve it? Can you please share some insights on this?

Thanks,

Raja

I would use milestones in the Flow to capture this.  If you are looking at just some entry that the user inputs, you could write this to participant data to keep it in perpetuity.  Let me know if you need help with either of these.  

How do I identify digits dialed by an incoming caller from an interaction, during playback?