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  • 1.  Interaction attributes "Agents related" in Genesys Cloud for Zendesk

    Posted 12-05-2022 08:10
    Hi all,
    I'm here to know if there are some others integraction attributes, in particular related to Agent infos, apart the interaction attributes listed in that doc:

    Interaction attributes in Genesys Cloud for Zendesk - Genesys Cloud Resource Center

    Our scope is provide the agent name as custom field to the ticket created in Zendesk

    Do you know if exists some interaction attribute "not documented"?

    Many thanks for your support
    Best regards
    Giuseppe

    #Integrations

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    Giuseppe Cisternino
    ComApp S.r.l
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  • 2.  RE: Interaction attributes "Agents related" in Genesys Cloud for Zendesk

    Posted 12-05-2022 10:37
    Giuseppe,
    You can still do custom attributes, but there are some caveats as listed here:  Configure interaction logging - Genesys Cloud Resource Center (mypurecloud.com)

    • Do not map interaction attributes to the same ticket fields in Attribute Mappings and New Ticket Configuration. Otherwise, the integration will overwrite the first mappings to the ticket fields with later mappings. The sole exception is the Ticket Comments ticket field, which can be mapped in multiple settings. For more information, see Configure new tickets.
    • If you change any mappings after initial setup, changes will not take effect until a page refresh.
    • Customization of comments under Ticket Comments takes precedence over any attribute mapped to the Ticket Comments ticket field under Attribute Mappings.
    • If you do not add custom ticket fields to ticket forms, the custom ticket fields and data for the mapped interaction attributes will not appear on tickets. For more information, see Adding custom fields to your tickets and support request forms in the Zendesk documentation. 


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: Interaction attributes "Agents related" in Genesys Cloud for Zendesk

    Posted 12-05-2022 10:51
    Hi Robert,
    thanks for reply.
    Currently we are already able to create a new ticket in Zendesk, also with some custom field, for example the Queue Name taken from Genesys, using the attribute: Call.QueueName.

    Our question is: are there some attributes that we can use to receive info of agent logged in Gensys Cloud? For example: Agent Name?
    Thanks

    Regards
    Giuseppe

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    Giuseppe Cisternino
    ComApp S.r.l
    ------------------------------



  • 4.  RE: Interaction attributes "Agents related" in Genesys Cloud for Zendesk

    Posted 12-05-2022 11:27
    All the possible attributes you can map are listed here:

    Interaction attributes in Genesys Cloud for Zendesk - Genesys Cloud Resource Center (mypurecloud.com)

    Custom fields would be using this one:  Participant.{CustomFieldName}

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Interaction attributes "Agents related" in Genesys Cloud for Zendesk

    Posted 12-05-2022 11:36
    Yes, but how can I pass the agent name?
    Because in architect flow we don't have the possibility to get the agent that will accept the call, (and currently we don't know if there is some "flow" that we can acts after the answer of the agent), for that reason we expected an attribute to pass info about agent...
    We are using Participant.{CustomFieldName} to pass some data that we are able to collect in the architect flow, but to pass the agent name in which way you mean that is possible passing troutht the Participant.{CustomFieldName}?
    Thanks for your support
    Best regards
    Giuseppe

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    Giuseppe Cisternino
    ComApp S.r.l
    ------------------------------



  • 6.  RE: Interaction attributes "Agents related" in Genesys Cloud for Zendesk

    Posted 12-05-2022 23:06
    The user participant ID is passed using this:
    Zendesk.ParticipantId All* String Unique ID for each agent associated with a particular interaction. For example, an interaction that is transferred from one agent to another agent produces two participant IDs. One ID is for the original agent. A second ID is for the agent that received the transfer.
    I would also look at this page.  The ticket should automatically report the user id along with this information:  Interaction logs - Genesys Cloud Resource Center (mypurecloud.com)

    Interaction attributes on Zendesk ticket

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 7.  RE: Interaction attributes "Agents related" in Genesys Cloud for Zendesk

    Posted 12-06-2022 03:58
    Hi Robert,
    we already tried to use Zendesk.PartecipantId, but unfortunately there are two big problems about that:
    1. is not a "readable" info, infact is an ID, like this "d9f9d0d0-c847-40l8-bu6t-d5b8765loi00",
    2. is generated randomically, so the ID change for each call received by the same agent, is not the same ID for each call answered by the same agent

    As wrote in description of this discussion we already read the docs, but nothing seems fit the possibility to have an attribute that can pass to Zendesk an info about the agent, like name or email address.

    Our hope is that something "not documented" was available to get the name or email address of an agent, like an attribute Call.AgentName that is "not listed" in the official doc because for example is in beta... because we know that Genesys widget have the info about the agent, the prove is that, when we enable the interaction logging, the note inserted in the Zendesk tiket after the end of a call contains the name of agent (like your screenshot), but we didn't understand why no attributes are available aboute that, and unfortunately we don't have time to post and wait an "idea" on Genesys site... our customer already sentence "is strange that an info about the agent is not available in a simple way..."
    Thanks for your support
    Regards
    Giuseppe

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    Giuseppe Cisternino
    ComApp S.r.l
    ------------------------------