Henry.Zambrano | 2022-01-06 16:09:52 UTC | #1
Hi, I had posted this question in the Genesys Community forum but maybe it's better to do it here. I would like to know what is the best/easiest way to identify if an Architect menu option was selected by using DTMF or by using Speech Recognition terms. We thought about using 2 choices for each option, one for DTMF and the other one for the SR terms and setting an attribute to identify the selection, however I wonder if there's a better way to find out when the caller pressed the key pad to select an option and when the caller used speech recognition, maybe by using the Genesys API
Thanks.
Jerome.Saint-Marc | 2022-01-06 18:01:02 UTC | #2
Hello,
The fact that a menu option was selected by DTMF or by Speech Recognition is not tracked. I mean that this piece of information is not saved - i.e. you won't be able to retrieve this info even with Platform API.
Regards,
system | 2022-02-06 18:01:09 UTC | #3
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