Genesys Cloud CX

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  • 1.  Next Generation Participant Data

    Posted 16 days ago
    Hello,

    In the April Roadmap of 2022, there was a section about "next generation participant data", which would allow us to de-couple the custom attributes from the particiapnts and expose them at the conversation level. Can someone point me to the ideas that are related to this and/or provide some information on the timeline for when this is going to happen? The roadmap stated it would be done by Q4 of 2022.

    Thanks
    Peter


    #Reporting/Analytics
    #Roadmap/NewFeatures

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    Peter Stoltenberg
    Avtex Solutions, LLC
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  • 2.  RE: Next Generation Participant Data

    GENESYS
    Posted 16 days ago
    Hello Peter,

    I did some digging and I came across this Idea. The description sounds close to yours - am I on the right path here? Per the roadmap tentative release is mid Q1 2023.

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    Nico Feliciano
    Genesys - Employees
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  • 3.  RE: Next Generation Participant Data

    GENESYS
    Posted 14 days ago
    Peter - we currently have a new endpoint in beta (hoping to GA in December) that provides access to ALL participant data in real-time.  It does not allow you to search the attributes (for example - find all interactions where eye color = blue), but it does let you have real-time access to the data so you can move it into your own data lake to perform search.

    In the future, we will look to make this more schematized at which point we may be able to look at offering search as well.

    Hope that helps.

    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 4.  RE: Next Generation Participant Data

    Posted 14 days ago
    Hi Chris

    Ah, so what you are saying is that decoupling the participant data from conversation events that was referenced in the April Roadmap.. was more related to the "Search-ability" versus removing the association of custom attributes with a participant?

    Additionally, based off you response, how is the timline of this idea: https://genesyscloud.ideas.aha.io/ideas/ANLS-I-702 which is to "add participant data columns to interactions views" affected?

    Appreciate your help!

    Thanks,
    Peter

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    Peter Stoltenberg
    Avtex Solutions, LLC
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  • 5.  RE: Next Generation Participant Data

    Posted 8 days ago
    Hey Chris,

    Just wanted to follow up on this to understand a bit more about this. Seems like even when, at some point, the custom attributes are exposed to the Interactions Performance View, we won't have ability to search for those custom attributes for a little while.

    Thanks,
    Peter

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    Peter Stoltenberg
    Avtex Solutions, LLC
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  • 6.  RE: Next Generation Participant Data

    GENESYS
    Posted 7 days ago

    Peter - our longer term vision is to A) schematize attributes to make them both viewable in analytics views as well as searchable in those views, B) start to store attributes not on the conversation itself but somewhere else that is purpose built for this.  For example customer related data could go to external contacts, conversation related data like logging or data like EWT value or what have you could go somewhere else.  Agent applied attributes could do the same.  This will reduce load on conversation service and give us better search capabilities.

    This new endpoint is just the start of that and aims to give customers real-time access to participant attributes (one at a time or in bulk/interval) and then we'll follow with the points i listed above.

    Hope that helps...timing is still TBD.



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    Chris Bohlin
    Product Manager - PureCloud
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  • 7.  RE: Next Generation Participant Data

    Posted 7 days ago
    Wonderful.

    Helpful, per usual. Thank you Chris!

    Have a great weekend.

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    Peter Stoltenberg
    Avtex Solutions, LLC
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