Genesys Cloud - Main

Hi ,

Are the values displayed in a screen pop saved somewhere in Genesys CX?

Eg.: If I have a screen pop script for an incoming call that would display :

          - IVR responses selected by a caller 

          - few attributes returned from CRM

 Is there a way to view what was displayed to the agent during the call in the screen pop?  Requirement could be to build a  report for supervisors to do some quality assurance.

Thanks.

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Aparna
------------------------------

Hi Aparna,

You can map in participant data always values used in the script or send for external data storage thought API rest.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 03-04-2024 18:56
From: Aparna Peri
Subject: Inbound call screen pop attributes

Hi ,

Are the values displayed in a screen pop saved somewhere in Genesys CX?

Eg.: If I have a screen pop script for an incoming call that would display :

          - IVR responses selected by a caller 

          - few attributes returned from CRM

 Is there a way to view what was displayed to the agent during the call in the screen pop?  Requirement could be to build a  report for supervisors to do some quality assurance.

Thanks.

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Aparna
------------------------------

Thanks for your response @BRENO CANYGGIA FERREIRA MARRECO , I am trying to understand where they will be stored within Genesys Cloud ? 

There are certain fields that can be selected in the Performance/Interactions reports and can be exported in csv format. Example: Customer Participation data. The content does look very messy so will have to be parsed using other tools and has an element of manual processing. Could there be better ways to view that information in Genesys portal itself? 

Sorry I am pretty new to Genesys CX.  Are the IVR responses recorded in the transcript? 

Thanks again for your prompt response.

Best regards,
Aparna

Original Message:
Sent: 03-05-2024 08:57
From: Breno Canyggia Ferreira Marreco
Subject: Inbound call screen pop attributes

Hi Aparna,

You can map in participant data always values used in the script or send for external data storage thought API rest.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 03-04-2024 18:56
From: Aparna Peri
Subject: Inbound call screen pop attributes

Hi ,

Are the values displayed in a screen pop saved somewhere in Genesys CX?

Eg.: If I have a screen pop script for an incoming call that would display :

          - IVR responses selected by a caller 

          - few attributes returned from CRM

 Is there a way to view what was displayed to the agent during the call in the screen pop?  Requirement could be to build a  report for supervisors to do some quality assurance.

Thanks.

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Aparna
------------------------------

Hello Aparna,

as mentioned by Breno, this data is stored in the participant data in a call. As long as you declare them as output variables. In Genesys itself you will find the participant data in the interaction detail view.
If you want to store the IVR-choices you will have to:
1. use the "Set Participant Data"-Action in Architect.

2. define identically spelled variables in the script (case sensitive!), so the information written by architect is shown in the script.

If you want to check those information on regular basis, maybe even in an report, the best way would be to write the desired variables into a data table in Genesys, where you can read them. You will need a data action (admin --> integration --> actions) that you can use in architect. But: Data tables are limited in lines, its not practical for large scaled data storage.

Hope that helps
Best regards
Christoph

Thanks for your response @BRENO CANYGGIA FERREIRA MARRECO , I am trying to understand where they will be stored within Genesys Cloud ? 

There are certain fields that can be selected in the Performance/Interactions reports and can be exported in csv format. Example: Customer Participation data. The content does look very messy so will have to be parsed using other tools and has an element of manual processing. Could there be better ways to view that information in Genesys portal itself? 

Sorry I am pretty new to Genesys CX.  Are the IVR responses recorded in the transcript? 

Thanks again for your prompt response.

Best regards,
Aparna

Original Message:
Sent: 03-05-2024 08:57
From: Breno Canyggia Ferreira Marreco
Subject: Inbound call screen pop attributes

Hi Aparna,

You can map in participant data always values used in the script or send for external data storage thought API rest.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 03-04-2024 18:56
From: Aparna Peri
Subject: Inbound call screen pop attributes

Hi ,

Are the values displayed in a screen pop saved somewhere in Genesys CX?

Eg.: If I have a screen pop script for an incoming call that would display :

          - IVR responses selected by a caller 

          - few attributes returned from CRM

 Is there a way to view what was displayed to the agent during the call in the screen pop?  Requirement could be to build a  report for supervisors to do some quality assurance.

Thanks.

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Aparna
------------------------------

Thanks for your response @BRENO CANYGGIA FERREIRA MARRECO , I am trying to understand where they will be stored within Genesys Cloud ? 

There are certain fields that can be selected in the Performance/Interactions reports and can be exported in csv format. Example: Customer Participation data. The content does look very messy so will have to be parsed using other tools and has an element of manual processing. Could there be better ways to view that information in Genesys portal itself? 

Sorry I am pretty new to Genesys CX.  Are the IVR responses recorded in the transcript? 

Thanks again for your prompt response.

Best regards,
Aparna

Original Message:
Sent: 03-05-2024 08:57
From: Breno Canyggia Ferreira Marreco
Subject: Inbound call screen pop attributes

Hi Aparna,

You can map in participant data always values used in the script or send for external data storage thought API rest.

Att,

------------------------------
Breno Canyggia Ferreira Marreco
https://www.linkedin.com/in/brenocfm-40b62182/

Original Message:
Sent: 03-04-2024 18:56
From: Aparna Peri
Subject: Inbound call screen pop attributes

Hi ,

Are the values displayed in a screen pop saved somewhere in Genesys CX?

Eg.: If I have a screen pop script for an incoming call that would display :

          - IVR responses selected by a caller 

          - few attributes returned from CRM

 Is there a way to view what was displayed to the agent during the call in the screen pop?  Requirement could be to build a  report for supervisors to do some quality assurance.

Thanks.

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Aparna
------------------------------

Hi Aparna,

You can map in participant data always values used in the script or send for external data storage thought API rest.

Att,

Hi ,

Are the values displayed in a screen pop saved somewhere in Genesys CX?

Eg.: If I have a screen pop script for an incoming call that would display :

          - IVR responses selected by a caller 

          - few attributes returned from CRM

 Is there a way to view what was displayed to the agent during the call in the screen pop?  Requirement could be to build a  report for supervisors to do some quality assurance.

Thanks.

#ArchitectureandDesign
#Routing(ACD/IVR)

------------------------------
Aparna
------------------------------