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  • 1.  Identify VIP Callers

    Posted 08-07-2024 20:42

    Hi Community, 

    Just started my journey with Genesys and I am keen to get some VIP Caller Identification. 

    Scenario:

    We have a list of VIP callers that we want them identified. I noticed that I can create a data source and based on that route them to a VIP queue if needed. 

    However, I want to get a solution with a unified queue where IO can screen pop to the Agent that this caller is VIP.

    My process will be:

    1- Search caller against Data source/External contact list and collect the Contact Type

    2- Get screen Pop up with caller details as well as Contact type

    My issue is how to collect the Contact Type? I am using a find expression.

    Regards, 

    Moh


    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Mohamed Yaacoub
    Ethan Global Pty Ltd (t/a Ethan)
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  • 2.  RE: Identify VIP Callers

    GENESYS
    Posted 08-08-2024 08:33

    Hey Moh,
    Welcome to the community.  Hopefully someone can give you a great answer.  In the meantime I will look into what possibilities we have



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Identify VIP Callers

    Posted 08-09-2024 04:51

    Hi Mohamed,

    Welcome to the community.

    I'm not sure if i understood well what you want to achieve but you don't need separated queues, you can define a higher priority to that contacts in the same queue.

    best regards,



    ------------------------------
    Nuno Paulo
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    Original Message


  • 4.  RE: Identify VIP Callers

    Posted 08-11-2024 19:15

    Thanks Nuno, I will check on that and see how the agent experience will look like. 
    This will be in an MSP like contact center hence while we can set a priority on that contact I am keen to try and explore via Data search in order to expand on flexibility of actions when needed. 



    ------------------------------
    Mohamed Yaacoub
    Ethan Global Pty Ltd (t/a Ethan)
    ------------------------------

    Original Message


  • 5.  RE: Identify VIP Callers
    Best Answer

    Posted 08-09-2024 05:32
    Edited by Samuel Jillard 08-14-2024 05:15

    Hi Mohamed,

    You need the following for the VIP customers:

    • Create a Data Table where the Reference Key Label is the number/contact of the VIP Customer.
    • On Architect, on your flow, Insert a Data Table Lookup where the input is the Call.Ani (you might need to work on this because of the format or if caller is anonymous). this will match the caller number with the number you have added to the previously created data table. If it matches the VIP Number, you will go to the Found Path of the Data Table Lookup.
    • then you can add a Transfer to ACD and add more priority on the routing section.

    Regarding the agent screen info:

    • You need to edit or create a Script
    • on the script you should already have {{Scripter.Interaction Type}}  which will give what you need.
    • if you need more information, you need to create variables (its the Cube on the upper right of script edition) on the script. The just add this variables on the body of the script (just type {{ and the variables will appear to select).
      After the script variables are added and the script is published, you now return to the inbound flow. 
    • On the Flow, you need to add a Set Agent Script. When you select the script (where you have added the variables), you just need to fill in the Inputs that will finally appear on the agents screen when aswering a call.

    Imagine that you only have 1 queue. VIP Callers will have more priority than the non VIP on same queue. (as @Nuno Paulo said) 

    Hope it helps.



    ------------------------------
    Jorge Baptista
    Europ Assistance S.A. – Sucursal em Portugal
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    Original Message


  • 6.  RE: Identify VIP Callers

    Posted 08-11-2024 19:17

    Thanks Jorge,

    This is what I was looking for. Going to test today.

    Thanks heaps.



    ------------------------------
    Mohamed Yaacoub
    Ethan Global Pty Ltd (t/a Ethan)
    ------------------------------

    Original Message


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