Genesys Cloud - Main

Hi all,

I'm new to this platform and we've just gone live on Genesys in the last week. We have a need to find a particular voice call on the Outbound queue and a general requirement to trace voice calls when there is a customer dispute so we can listen in and resolve. 

I have tried multiple times using the interaction filters with no success. I know the call is in the system as I found it by looking at about 50 interactions one by one, but I can't tracve it using the filters.

Can anyone point me in the right direction please?

Thanks

Jeff

About ten mins after posting this, I had a brainwave and can now find the voice interactions by using the filters (now know what ANI and DNIS info means :-)) My next challenge is to be able find inbound email interactions where I can't see the email address of the customer.

For context, the majority of our customer emails come to us from a "Contact us" webform on our website.  When delivered, the From email address in Interactions shows up in the Workspaces view as our email address. However, the email address of the customer does appear in the interaction under the transcript tab once the interaction is closed. 

I have seen comething on the Genesys resources about tracing via a transcript but to be honest could not make any sense of it.

Any help/ponters appreciated.

Thanks

Jeff

Hi all,

I'm new to this platform and we've just gone live on Genesys in the last week. We have a need to find a particular voice call on the Outbound queue and a general requirement to trace voice calls when there is a customer dispute so we can listen in and resolve. 

I have tried multiple times using the interaction filters with no success. I know the call is in the system as I found it by looking at about 50 interactions one by one, but I can't tracve it using the filters.

Can anyone point me in the right direction please?

Thanks

Jeff

Hi Jeff,

Within Workspace > Interactions, there is a tab called Content, you can search for words or phrases that are exact matches or similar to, you want to ensure the dialect is set to the correct language/region.

If you have other identifiable information on this contact, such as user who took the interaction, queue it went into etc, it will be possible to narrow these search parameters down .

About ten mins after posting this, I had a brainwave and can now find the voice interactions by using the filters (now know what ANI and DNIS info means :-)) My next challenge is to be able find inbound email interactions where I can't see the email address of the customer.

For context, the majority of our customer emails come to us from a "Contact us" webform on our website.  When delivered, the From email address in Interactions shows up in the Workspaces view as our email address. However, the email address of the customer does appear in the interaction under the transcript tab once the interaction is closed. 

I have seen comething on the Genesys resources about tracing via a transcript but to be honest could not make any sense of it.

Any help/ponters appreciated.

Thanks

Jeff

Hi all,

I'm new to this platform and we've just gone live on Genesys in the last week. We have a need to find a particular voice call on the Outbound queue and a general requirement to trace voice calls when there is a customer dispute so we can listen in and resolve. 

I have tried multiple times using the interaction filters with no success. I know the call is in the system as I found it by looking at about 50 interactions one by one, but I can't tracve it using the filters.

Can anyone point me in the right direction please?

Thanks

Jeff

Cheer Dan,

I saw that in the Genesys resources late yesterday but the Content tab does not appear there for me. I've checked my role permissions etc and that the functionality is switched on and all seems to be in order as far as I can see.

I'm going to email the provider and find out why I can't see that Content search. Hopefully, it's just user ignorance on my part.

Thanks again

Jeff

Hi Jeff,

Within Workspace > Interactions, there is a tab called Content, you can search for words or phrases that are exact matches or similar to, you want to ensure the dialect is set to the correct language/region.

If you have other identifiable information on this contact, such as user who took the interaction, queue it went into etc, it will be possible to narrow these search parameters down .

About ten mins after posting this, I had a brainwave and can now find the voice interactions by using the filters (now know what ANI and DNIS info means :-)) My next challenge is to be able find inbound email interactions where I can't see the email address of the customer.

For context, the majority of our customer emails come to us from a "Contact us" webform on our website.  When delivered, the From email address in Interactions shows up in the Workspaces view as our email address. However, the email address of the customer does appear in the interaction under the transcript tab once the interaction is closed. 

I have seen comething on the Genesys resources about tracing via a transcript but to be honest could not make any sense of it.

Any help/ponters appreciated.

Thanks

Jeff

Hi all,

I'm new to this platform and we've just gone live on Genesys in the last week. We have a need to find a particular voice call on the Outbound queue and a general requirement to trace voice calls when there is a customer dispute so we can listen in and resolve. 

I have tried multiple times using the interaction filters with no success. I know the call is in the system as I found it by looking at about 50 interactions one by one, but I can't tracve it using the filters.

Can anyone point me in the right direction please?

Thanks

Jeff

Hi Jeff, 

Did you manage to get a resolution on the Content Search issue? I seem to have it as well. My Role has the following permissions granted:

Analytics > Conversation Detail > View

Recording > Recording > View

Recording > RecordingS egment > View

speech And Text Analytics > Data > View


But those users can't see the Content Search. I have access to it on my account with more permissions, so it seems Genesys have updated what permissions are needed, but I can't find any information relating to that.

Thanks

Martin

Cheer Dan,

I saw that in the Genesys resources late yesterday but the Content tab does not appear there for me. I've checked my role permissions etc and that the functionality is switched on and all seems to be in order as far as I can see.

I'm going to email the provider and find out why I can't see that Content search. Hopefully, it's just user ignorance on my part.

Thanks again

Jeff

Hi Jeff,

Within Workspace > Interactions, there is a tab called Content, you can search for words or phrases that are exact matches or similar to, you want to ensure the dialect is set to the correct language/region.

If you have other identifiable information on this contact, such as user who took the interaction, queue it went into etc, it will be possible to narrow these search parameters down .

About ten mins after posting this, I had a brainwave and can now find the voice interactions by using the filters (now know what ANI and DNIS info means :-)) My next challenge is to be able find inbound email interactions where I can't see the email address of the customer.

For context, the majority of our customer emails come to us from a "Contact us" webform on our website.  When delivered, the From email address in Interactions shows up in the Workspaces view as our email address. However, the email address of the customer does appear in the interaction under the transcript tab once the interaction is closed. 

I have seen comething on the Genesys resources about tracing via a transcript but to be honest could not make any sense of it.

Any help/ponters appreciated.

Thanks

Jeff

Hi all,

I'm new to this platform and we've just gone live on Genesys in the last week. We have a need to find a particular voice call on the Outbound queue and a general requirement to trace voice calls when there is a customer dispute so we can listen in and resolve. 

I have tried multiple times using the interaction filters with no success. I know the call is in the system as I found it by looking at about 50 interactions one by one, but I can't tracve it using the filters.

Can anyone point me in the right direction please?

Thanks

Jeff

Hi all,

I'm new to this platform and we've just gone live on Genesys in the last week. We have a need to find a particular voice call on the Outbound queue and a general requirement to trace voice calls when there is a customer dispute so we can listen in and resolve. 

I have tried multiple times using the interaction filters with no success. I know the call is in the system as I found it by looking at about 50 interactions one by one, but I can't tracve it using the filters.

Can anyone point me in the right direction please?

Thanks

Jeff

For call in the environment I work:

We're Calling Them:    ANI = Us        DNIS = Them 

They're Calling Us:      ANI = Them    DNIS = US 

Use Performance > Workspace > Interactions to create a view and, in your case, filter on the DNIS column to find the voice calls / interactions with that number.

Keep in mind the Date Range filter allows a maximum 30 window so, unless you have an approximate, date you may have to step back multiple times to find the interaction(s) of interest.  

Hi all,

I'm new to this platform and we've just gone live on Genesys in the last week. We have a need to find a particular voice call on the Outbound queue and a general requirement to trace voice calls when there is a customer dispute so we can listen in and resolve. 

I have tried multiple times using the interaction filters with no success. I know the call is in the system as I found it by looking at about 50 interactions one by one, but I can't tracve it using the filters.

Can anyone point me in the right direction please?

Thanks

Jeff