Genesys Cloud - Main

Hi,

Looking for some suggestions on the best way to perform an action when a call is answered.

Basically, we're looking to write some Participant Data when the call is answered by an agent, to include the agent's name and the current queue. It has to be automated (i.e. not reliant on the agent pressing a button in a script). 

The intention is to capture transfers so that when the next agent receives the call, they can see in the pop-up we present to them in Salesforce that it is a transfer and where / who from.

Is there a way to achieve this that doesn't involve some separate web service monitoring each interaction (using Notifications?) and then adding the Participant Data through API (if that API even exists)? I.e. Can we trigger a workflow to run in the background when the call is answered without disrupting the call (I've never used Workflows before so a little unsure of their capability)?

Thank you.

You can have a script execute a data action when the page loads, no button click needed.

https://help.mypurecloud.com/articles/set-script-page-load-action/

Hi,

Looking for some suggestions on the best way to perform an action when a call is answered.

Basically, we're looking to write some Participant Data when the call is answered by an agent, to include the agent's name and the current queue. It has to be automated (i.e. not reliant on the agent pressing a button in a script). 

The intention is to capture transfers so that when the next agent receives the call, they can see in the pop-up we present to them in Salesforce that it is a transfer and where / who from.

Is there a way to achieve this that doesn't involve some separate web service monitoring each interaction (using Notifications?) and then adding the Participant Data through API (if that API even exists)? I.e. Can we trigger a workflow to run in the background when the call is answered without disrupting the call (I've never used Workflows before so a little unsure of their capability)?

Thank you.

Thanks Melissa, that is a great solution, one I didn't actually consider and might be workable.

We have one difficulty, we're in the process of moving to using GC Background Assistant to allow us to screen record embedded framework apps, meaning our agents would only have the Salesforce window open and not the Genesys Cloud UI - so I guess in that instance the script itself never generates.

You can have a script execute a data action when the page loads, no button click needed.

https://help.mypurecloud.com/articles/set-script-page-load-action/

Hi,

Looking for some suggestions on the best way to perform an action when a call is answered.

Basically, we're looking to write some Participant Data when the call is answered by an agent, to include the agent's name and the current queue. It has to be automated (i.e. not reliant on the agent pressing a button in a script). 

The intention is to capture transfers so that when the next agent receives the call, they can see in the pop-up we present to them in Salesforce that it is a transfer and where / who from.

Is there a way to achieve this that doesn't involve some separate web service monitoring each interaction (using Notifications?) and then adding the Participant Data through API (if that API even exists)? I.e. Can we trigger a workflow to run in the background when the call is answered without disrupting the call (I've never used Workflows before so a little unsure of their capability)?

Thank you.

When using the Salesforce CTI widget, the script normally does not run unless an agent opens it - which does ago against your goal of 'no human interaction' -- but there is a solve for this. Within the Genesys managed package config in SF, within the call center settings, enable 'embed interaction window' and then on your SF Lightning app, add the 'genesysinteractionwidget' to the utility bar and tick the box to 'start automatically.' This will run the script, and any embedded actions, without user intervention. The only downside is that if your reps handle any non-voice interactions this window will come to focus when they accept the interaction, and if they are used to the pop-up chat/email/etc window, it's now pinned to the utility bar.

Thanks Melissa, that is a great solution, one I didn't actually consider and might be workable.

We have one difficulty, we're in the process of moving to using GC Background Assistant to allow us to screen record embedded framework apps, meaning our agents would only have the Salesforce window open and not the Genesys Cloud UI - so I guess in that instance the script itself never generates.

You can have a script execute a data action when the page loads, no button click needed.

https://help.mypurecloud.com/articles/set-script-page-load-action/

Hi,

Looking for some suggestions on the best way to perform an action when a call is answered.

Basically, we're looking to write some Participant Data when the call is answered by an agent, to include the agent's name and the current queue. It has to be automated (i.e. not reliant on the agent pressing a button in a script). 

The intention is to capture transfers so that when the next agent receives the call, they can see in the pop-up we present to them in Salesforce that it is a transfer and where / who from.

Is there a way to achieve this that doesn't involve some separate web service monitoring each interaction (using Notifications?) and then adding the Participant Data through API (if that API even exists)? I.e. Can we trigger a workflow to run in the background when the call is answered without disrupting the call (I've never used Workflows before so a little unsure of their capability)?

Thank you.

Thanks Melissa, that is a great solution, one I didn't actually consider and might be workable.

We have one difficulty, we're in the process of moving to using GC Background Assistant to allow us to screen record embedded framework apps, meaning our agents would only have the Salesforce window open and not the Genesys Cloud UI - so I guess in that instance the script itself never generates.

You can have a script execute a data action when the page loads, no button click needed.

https://help.mypurecloud.com/articles/set-script-page-load-action/

Hi,

Looking for some suggestions on the best way to perform an action when a call is answered.

Basically, we're looking to write some Participant Data when the call is answered by an agent, to include the agent's name and the current queue. It has to be automated (i.e. not reliant on the agent pressing a button in a script). 

The intention is to capture transfers so that when the next agent receives the call, they can see in the pop-up we present to them in Salesforce that it is a transfer and where / who from.

Is there a way to achieve this that doesn't involve some separate web service monitoring each interaction (using Notifications?) and then adding the Participant Data through API (if that API even exists)? I.e. Can we trigger a workflow to run in the background when the call is answered without disrupting the call (I've never used Workflows before so a little unsure of their capability)?

Thank you.

Additional notes: You'll need to add logic to your script-action to only run the user-info update if the interaction status = connected, otherwise it will post user-data when they are alerted, but do not answer the call.

This can be done with Process Automation Triggers and Workflows as well, but the same caveat applies that the trigger runs when the user is brought into the call, regardless of whether they answer it or not - and then solving for that 'did they answer' becomes more awkward inside a workflow than a script-action.

Attached is a copy of our basic script w/ actions that perform this state-check and run a data action once the call is connected. You'll need to change the file extension from .zip to .script because the forum does not allow upload of Genesys .script files.

Thanks Melissa, that is a great solution, one I didn't actually consider and might be workable.

We have one difficulty, we're in the process of moving to using GC Background Assistant to allow us to screen record embedded framework apps, meaning our agents would only have the Salesforce window open and not the Genesys Cloud UI - so I guess in that instance the script itself never generates.

You can have a script execute a data action when the page loads, no button click needed.

https://help.mypurecloud.com/articles/set-script-page-load-action/

Hi,

Looking for some suggestions on the best way to perform an action when a call is answered.

Basically, we're looking to write some Participant Data when the call is answered by an agent, to include the agent's name and the current queue. It has to be automated (i.e. not reliant on the agent pressing a button in a script). 

The intention is to capture transfers so that when the next agent receives the call, they can see in the pop-up we present to them in Salesforce that it is a transfer and where / who from.

Is there a way to achieve this that doesn't involve some separate web service monitoring each interaction (using Notifications?) and then adding the Participant Data through API (if that API even exists)? I.e. Can we trigger a workflow to run in the background when the call is answered without disrupting the call (I've never used Workflows before so a little unsure of their capability)?

Thank you.

If you are a developer, or don't want to use agent scripts for whatever reason, then you could use our Process Automation Triggers to do this: https://developer.genesys.cloud/platform/process-automation/.

With triggers you can setup a trigger so that when the v2.details.events.conversation.{id}.user.start event occurs then run an Architect Workflow.  Within the workflow you could use Genesys Cloud Data Actions to update the participant data of the call with the keys that you want.  This would all run in the background automatically for every conversation, or for the ones that you filter on.

Additional notes: You'll need to add logic to your script-action to only run the user-info update if the interaction status = connected, otherwise it will post user-data when they are alerted, but do not answer the call.

This can be done with Process Automation Triggers and Workflows as well, but the same caveat applies that the trigger runs when the user is brought into the call, regardless of whether they answer it or not - and then solving for that 'did they answer' becomes more awkward inside a workflow than a script-action.

Attached is a copy of our basic script w/ actions that perform this state-check and run a data action once the call is connected. You'll need to change the file extension from .zip to .script because the forum does not allow upload of Genesys .script files.

Thanks Melissa, that is a great solution, one I didn't actually consider and might be workable.

We have one difficulty, we're in the process of moving to using GC Background Assistant to allow us to screen record embedded framework apps, meaning our agents would only have the Salesforce window open and not the Genesys Cloud UI - so I guess in that instance the script itself never generates.

You can have a script execute a data action when the page loads, no button click needed.

https://help.mypurecloud.com/articles/set-script-page-load-action/

Hi,

Looking for some suggestions on the best way to perform an action when a call is answered.

Basically, we're looking to write some Participant Data when the call is answered by an agent, to include the agent's name and the current queue. It has to be automated (i.e. not reliant on the agent pressing a button in a script). 

The intention is to capture transfers so that when the next agent receives the call, they can see in the pop-up we present to them in Salesforce that it is a transfer and where / who from.

Is there a way to achieve this that doesn't involve some separate web service monitoring each interaction (using Notifications?) and then adding the Participant Data through API (if that API even exists)? I.e. Can we trigger a workflow to run in the background when the call is answered without disrupting the call (I've never used Workflows before so a little unsure of their capability)?

Thank you.

Thank you, this seems like it might be exactly what I need. Or at least an avenue to pursue.

I can see that we can set conversation data from the Workflow, which should be ideal.

One question though, when the trigger executes the Workflow, how is the Conversation ID passed? It mentions that it is passed in the event message from the trigger but how do I access this when constructing a workflow? 

"When a workflow is executed, all the top-level primitive attributes of the event payload are available for a user as input variables to the flow." Do I need to define some data first as Input to Flow?



@Richard Schott I see you discussed it here too.
Is it possible to get conversation ID from Architect Workflow? - Genesys Cloud Applications / Architect - Genesys Cloud Developer Forum

If you are a developer, or don't want to use agent scripts for whatever reason, then you could use our Process Automation Triggers to do this: https://developer.genesys.cloud/platform/process-automation/.

With triggers you can setup a trigger so that when the v2.details.events.conversation.{id}.user.start event occurs then run an Architect Workflow.  Within the workflow you could use Genesys Cloud Data Actions to update the participant data of the call with the keys that you want.  This would all run in the background automatically for every conversation, or for the ones that you filter on.

Additional notes: You'll need to add logic to your script-action to only run the user-info update if the interaction status = connected, otherwise it will post user-data when they are alerted, but do not answer the call.

This can be done with Process Automation Triggers and Workflows as well, but the same caveat applies that the trigger runs when the user is brought into the call, regardless of whether they answer it or not - and then solving for that 'did they answer' becomes more awkward inside a workflow than a script-action.

Attached is a copy of our basic script w/ actions that perform this state-check and run a data action once the call is connected. You'll need to change the file extension from .zip to .script because the forum does not allow upload of Genesys .script files.

Thanks Melissa, that is a great solution, one I didn't actually consider and might be workable.

We have one difficulty, we're in the process of moving to using GC Background Assistant to allow us to screen record embedded framework apps, meaning our agents would only have the Salesforce window open and not the Genesys Cloud UI - so I guess in that instance the script itself never generates.

You can have a script execute a data action when the page loads, no button click needed.

https://help.mypurecloud.com/articles/set-script-page-load-action/

Hi,

Looking for some suggestions on the best way to perform an action when a call is answered.

Basically, we're looking to write some Participant Data when the call is answered by an agent, to include the agent's name and the current queue. It has to be automated (i.e. not reliant on the agent pressing a button in a script). 

The intention is to capture transfers so that when the next agent receives the call, they can see in the pop-up we present to them in Salesforce that it is a transfer and where / who from.

Is there a way to achieve this that doesn't involve some separate web service monitoring each interaction (using Notifications?) and then adding the Participant Data through API (if that API even exists)? I.e. Can we trigger a workflow to run in the background when the call is answered without disrupting the call (I've never used Workflows before so a little unsure of their capability)?

Thank you.

1. The conversationId is an input variable to flow, and is passed in by the trigger when the trigger criteria are met; this is discussed here: https://developer.genesys.cloud/platform/process-automation/

2.  Given what you're trying to do, and the fact that you're operating out of Salesforce, I highly recommend that you look at the link I posted above re: events within Salesforce.  This is going to be a much more deterministic approach to setting this data, and will include an event that confirms that your update of attributes has been completed.

Thank you, this seems like it might be exactly what I need. Or at least an avenue to pursue.

I can see that we can set conversation data from the Workflow, which should be ideal.

One question though, when the trigger executes the Workflow, how is the Conversation ID passed? It mentions that it is passed in the event message from the trigger but how do I access this when constructing a workflow? 

"When a workflow is executed, all the top-level primitive attributes of the event payload are available for a user as input variables to the flow." Do I need to define some data first as Input to Flow?



@Richard Schott I see you discussed it here too.
Is it possible to get conversation ID from Architect Workflow? - Genesys Cloud Applications / Architect - Genesys Cloud Developer Forum

If you are a developer, or don't want to use agent scripts for whatever reason, then you could use our Process Automation Triggers to do this: https://developer.genesys.cloud/platform/process-automation/.

With triggers you can setup a trigger so that when the v2.details.events.conversation.{id}.user.start event occurs then run an Architect Workflow.  Within the workflow you could use Genesys Cloud Data Actions to update the participant data of the call with the keys that you want.  This would all run in the background automatically for every conversation, or for the ones that you filter on.

Additional notes: You'll need to add logic to your script-action to only run the user-info update if the interaction status = connected, otherwise it will post user-data when they are alerted, but do not answer the call.

This can be done with Process Automation Triggers and Workflows as well, but the same caveat applies that the trigger runs when the user is brought into the call, regardless of whether they answer it or not - and then solving for that 'did they answer' becomes more awkward inside a workflow than a script-action.

Attached is a copy of our basic script w/ actions that perform this state-check and run a data action once the call is connected. You'll need to change the file extension from .zip to .script because the forum does not allow upload of Genesys .script files.

Thanks Melissa, that is a great solution, one I didn't actually consider and might be workable.

We have one difficulty, we're in the process of moving to using GC Background Assistant to allow us to screen record embedded framework apps, meaning our agents would only have the Salesforce window open and not the Genesys Cloud UI - so I guess in that instance the script itself never generates.

You can have a script execute a data action when the page loads, no button click needed.

https://help.mypurecloud.com/articles/set-script-page-load-action/

Hi,

Looking for some suggestions on the best way to perform an action when a call is answered.

Basically, we're looking to write some Participant Data when the call is answered by an agent, to include the agent's name and the current queue. It has to be automated (i.e. not reliant on the agent pressing a button in a script). 

The intention is to capture transfers so that when the next agent receives the call, they can see in the pop-up we present to them in Salesforce that it is a transfer and where / who from.

Is there a way to achieve this that doesn't involve some separate web service monitoring each interaction (using Notifications?) and then adding the Participant Data through API (if that API even exists)? I.e. Can we trigger a workflow to run in the background when the call is answered without disrupting the call (I've never used Workflows before so a little unsure of their capability)?

Thank you.

Thanks Richard, we are using a third-party Salesforce integration rather than Genesys Cloud for Salesforce out-of-the-box. 

I was able to have some success using the Workflow method, although there are still some obstacles as it is failing now despite working earlier... But I think I just need to dig deeper.

Thanks all.

1. The conversationId is an input variable to flow, and is passed in by the trigger when the trigger criteria are met; this is discussed here: https://developer.genesys.cloud/platform/process-automation/

2.  Given what you're trying to do, and the fact that you're operating out of Salesforce, I highly recommend that you look at the link I posted above re: events within Salesforce.  This is going to be a much more deterministic approach to setting this data, and will include an event that confirms that your update of attributes has been completed.

Thank you, this seems like it might be exactly what I need. Or at least an avenue to pursue.

I can see that we can set conversation data from the Workflow, which should be ideal.

One question though, when the trigger executes the Workflow, how is the Conversation ID passed? It mentions that it is passed in the event message from the trigger but how do I access this when constructing a workflow? 

"When a workflow is executed, all the top-level primitive attributes of the event payload are available for a user as input variables to the flow." Do I need to define some data first as Input to Flow?



@Richard Schott I see you discussed it here too.
Is it possible to get conversation ID from Architect Workflow? - Genesys Cloud Applications / Architect - Genesys Cloud Developer Forum

If you are a developer, or don't want to use agent scripts for whatever reason, then you could use our Process Automation Triggers to do this: https://developer.genesys.cloud/platform/process-automation/.

With triggers you can setup a trigger so that when the v2.details.events.conversation.{id}.user.start event occurs then run an Architect Workflow.  Within the workflow you could use Genesys Cloud Data Actions to update the participant data of the call with the keys that you want.  This would all run in the background automatically for every conversation, or for the ones that you filter on.

Additional notes: You'll need to add logic to your script-action to only run the user-info update if the interaction status = connected, otherwise it will post user-data when they are alerted, but do not answer the call.

This can be done with Process Automation Triggers and Workflows as well, but the same caveat applies that the trigger runs when the user is brought into the call, regardless of whether they answer it or not - and then solving for that 'did they answer' becomes more awkward inside a workflow than a script-action.

Attached is a copy of our basic script w/ actions that perform this state-check and run a data action once the call is connected. You'll need to change the file extension from .zip to .script because the forum does not allow upload of Genesys .script files.

Thanks Melissa, that is a great solution, one I didn't actually consider and might be workable.

We have one difficulty, we're in the process of moving to using GC Background Assistant to allow us to screen record embedded framework apps, meaning our agents would only have the Salesforce window open and not the Genesys Cloud UI - so I guess in that instance the script itself never generates.

You can have a script execute a data action when the page loads, no button click needed.

https://help.mypurecloud.com/articles/set-script-page-load-action/

Hi,

Looking for some suggestions on the best way to perform an action when a call is answered.

Basically, we're looking to write some Participant Data when the call is answered by an agent, to include the agent's name and the current queue. It has to be automated (i.e. not reliant on the agent pressing a button in a script). 

The intention is to capture transfers so that when the next agent receives the call, they can see in the pop-up we present to them in Salesforce that it is a transfer and where / who from.

Is there a way to achieve this that doesn't involve some separate web service monitoring each interaction (using Notifications?) and then adding the Participant Data through API (if that API even exists)? I.e. Can we trigger a workflow to run in the background when the call is answered without disrupting the call (I've never used Workflows before so a little unsure of their capability)?

Thank you.