Deepak | 2018-06-27 11:38:03 UTC | #1
Team,
I want to show the following information in an alert to agent during an incoming call. Please let us know how this can be achieved.
Previous call date & time Agent name who handled previous call Previous call's wrap up code
Regards Deepak
tim.smith | 2018-06-27 19:44:30 UTC | #2
You would use an analytics query to retrieve the data. You might be able to provide the content via a data action in a script, though handling a potentially large and unknown size of data will be problematic. It would definitely be more flexible to write a simple web page to do the analytics query and display the data. It would need to register for the user's conversation events to know when a call arrives and to provide the data needed for the analytics query filter. That page could be loaded as a custom client app or embedded in a script using the web component.
system | 2018-07-28 19:44:32 UTC | #3
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