Genesys Cloud - Main

What are the scenario we can use Set participant data and Get participant data ?. what is the benefit ? 

#ArchitectureandDesign

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Amit Dwivedi
Contact Centre Engineer
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Hi Amit,

The Participant data is used if you want to record something against a participant and then use it again later.  An example from the Set Participant Data action resource center article: "In contrast to flow variables, participant data attributes persist between transfers from one flow to another. For example, the participant's telephone number (Call.Ani) does not persist if the interaction transfers to another flow. But if you store the information into participant data, other flows can access that data."

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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I see Participant Data used in 4 main areas:

1. Flow-to-Flow Data - You can set participant data in a flow and when you transfer to a different flow, you can use Get Participant Data to pull in the variables you might need in the second flow.  There is no other way to transfer data between them like we can with bots and common modules.
2. Documentation of Customer Data - We use Participant data to tie customer data such as account or customer type or call type in the conversation data to be used downstream for reporting and searching of conversations based on these data points
3. Debugging - we commonly write participant data to conversations to see what data actions are pulling back or where the customer has been in the IVR (especially before Journey Flows).  A lot of this has been superseded with Execution History
4. 3rd-party Data Integrations - by writing participant data, you can share information with external applications by using a single API to the conversation details.  It can also be used by them to write information to the conversation without the need for a separate data source to store this information.  

Hope this helps.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Hi Amit,

in addition to what Robert wrote: You can use participant data for data transmission in scripts (define a variable as output variable). Its very useful for callbacks to transmit data from one agent to the next. And you can write results from the script into the interaction just for documentation.

Best
Christoph

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Christoph Domaschke
Leiter Service Center (Cronbank)
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