Genesys Cloud - Main

Is it possible to use a button (or other function) in a script to be able to write back the current date and time as a timestamp.

For example so we can use the point in which an agent reached a particular point in a script to help with reporting back for customers, or for quality assessments. 

We can then use the difference between the call start timestamp and when the button was pressed to understand pinch points in our processes. 

I cannot see how to use a script button (or other script function) to set a variable with "now" or "sysdate" as I would understand it written in SQL. 

I don't want the agent to be able to or have to select the date/time manually from the date/time menu - this defeats the purpose I am trying to achieve which is to automate the timestamp capture from a single button press. 

The closest I can see that I could use is {{Scripter.Agent Call Duration}} but does this limit me to only use this on calls and removes the ability to use for chats, etc.?

It would be fabulous to have a {{Scripter.Now}} variable which sets a current timestamp - I can add as a new idea unless somebody has any clues if it is already possible.
#Ask Me Anything (AMA)
#Implementation
#Reporting/Analytics

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Mark Elliott
Lemon Business Solutions
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Hi Mark,

I'm going to start by saying I haven't tested this but... you could create a data action which just links to an existing GC API, or even an external time service to return the current timestamp. You then need to add the call to this data action in the script through the custom actions function, with the result returned then set against a timestamp variable in your script. That variable would be a participant attribute that you can access for reporting through the API.

It's a bit complex but sounds like it might work for your scenario?

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Gareth James
CALLSCAN AUSTRALIA PTY. LTD.
------------------------------

Original Message:
Sent: 04-20-2021 13:08
From: Mark Elliott
Subject: Using script buttons to set a timestamp variable of "now" / ""sysdate"

Is it possible to use a button (or other function) in a script to be able to write back the current date and time as a timestamp.

For example so we can use the point in which an agent reached a particular point in a script to help with reporting back for customers, or for quality assessments.

We can then use the difference between the call start timestamp and when the button was pressed to understand pinch points in our processes.

I cannot see how to use a script button (or other script function) to set a variable with "now" or "sysdate" as I would understand it written in SQL.

I don't want the agent to be able to or have to select the date/time manually from the date/time menu - this defeats the purpose I am trying to achieve which is to automate the timestamp capture from a single button press.

The closest I can see that I could use is {{Scripter.Agent Call Duration}} but does this limit me to only use this on calls and removes the ability to use for chats, etc.?

It would be fabulous to have a {{Scripter.Now}} variable which sets a current timestamp - I can add as a new idea unless somebody has any clues if it is already possible.
#Ask Me Anything (AMA)
#Implementation
#Reporting/Analytics

------------------------------
Mark Elliott
Lemon Business Solutions
------------------------------

Thanks Gareth - much appreciated, that does sound very plausible,

I'm playing about with data actions now (leading to a whole bunch of new pain about how to set them up ha)

------------------------------
Mark Elliott
Lemon Business Solutions
------------------------------

Original Message:
Sent: 04-21-2021 04:06
From: Gareth James
Subject: Using script buttons to set a timestamp variable of "now" / ""sysdate"

Hi Mark,

I'm going to start by saying I haven't tested this but... you could create a data action which just links to an existing GC API, or even an external time service to return the current timestamp. You then need to add the call to this data action in the script through the custom actions function, with the result returned then set against a timestamp variable in your script. That variable would be a participant attribute that you can access for reporting through the API.

It's a bit complex but sounds like it might work for your scenario?

------------------------------
Gareth James
CALLSCAN AUSTRALIA PTY. LTD.

Original Message:
Sent: 04-20-2021 13:08
From: Mark Elliott
Subject: Using script buttons to set a timestamp variable of "now" / ""sysdate"

Is it possible to use a button (or other function) in a script to be able to write back the current date and time as a timestamp.

For example so we can use the point in which an agent reached a particular point in a script to help with reporting back for customers, or for quality assessments.

We can then use the difference between the call start timestamp and when the button was pressed to understand pinch points in our processes.

I cannot see how to use a script button (or other script function) to set a variable with "now" or "sysdate" as I would understand it written in SQL.

I don't want the agent to be able to or have to select the date/time manually from the date/time menu - this defeats the purpose I am trying to achieve which is to automate the timestamp capture from a single button press.

The closest I can see that I could use is {{Scripter.Agent Call Duration}} but does this limit me to only use this on calls and removes the ability to use for chats, etc.?

It would be fabulous to have a {{Scripter.Now}} variable which sets a current timestamp - I can add as a new idea unless somebody has any clues if it is already possible.
#Ask Me Anything (AMA)
#Implementation
#Reporting/Analytics

------------------------------
Mark Elliott
Lemon Business Solutions
------------------------------

Hi Mark,

There are two solutions how to implement your requirements.


------------------------------
Taras Buha
Noralogix PTY (Ltd)
------------------------------

Original Message:
Sent: 04-20-2021 13:08
From: Mark Elliott
Subject: Using script buttons to set a timestamp variable of "now" / ""sysdate"

Is it possible to use a button (or other function) in a script to be able to write back the current date and time as a timestamp.

For example so we can use the point in which an agent reached a particular point in a script to help with reporting back for customers, or for quality assessments.

We can then use the difference between the call start timestamp and when the button was pressed to understand pinch points in our processes.

I cannot see how to use a script button (or other script function) to set a variable with "now" or "sysdate" as I would understand it written in SQL.

I don't want the agent to be able to or have to select the date/time manually from the date/time menu - this defeats the purpose I am trying to achieve which is to automate the timestamp capture from a single button press.

The closest I can see that I could use is {{Scripter.Agent Call Duration}} but does this limit me to only use this on calls and removes the ability to use for chats, etc.?

It would be fabulous to have a {{Scripter.Now}} variable which sets a current timestamp - I can add as a new idea unless somebody has any clues if it is already possible.
#Ask Me Anything (AMA)
#Implementation
#Reporting/Analytics

------------------------------
Mark Elliott
Lemon Business Solutions
------------------------------

Thanks Taras, 

I'm less worried about the agents pressing the buttons in the script as we are a multi company BPO and the buttons are required to progress actions such as launching a portal which will not be saved to the agent desktop and is required to progress the flow (as an example)

I can also ensure the button is clicked to close down the timeframe by making the button so intrusive that the rest of the form cannot be continued without pressing it.

Configuring AWS Lambda feels like overkill to capture a timestamp from a system like GC, although I'm looking into this now - the biggest challenge I have is not using the functionality but getting the right settings to configure into GC like OAuth and permissions. I may have to defer this to my support team. 

ill take a look at the C# script too, that looks interesting. 

Thank you - much appreciated!

------------------------------
Mark Elliott
Lemon Business Solutions
------------------------------

Original Message:
Sent: 04-24-2021 04:28
From: Taras Buha
Subject: Using script buttons to set a timestamp variable of "now" / ""sysdate"

Hi Mark,

There are two solutions how to implement your requirements.

First one to implement script with button, agent can press on it and to execute your custom data action. Custom data action can be implement as AWS Lambda or Azure Function. Just remember agent can forget to open script and to press button.
Second with Genesys Notifications API, so everything will be done automatically. This method is more solid, as it does not require any agents manual work. Here you can find example in C# how to use Genesys Notifications API

------------------------------
Taras Buha
Noralogix PTY (Ltd)

Original Message:
Sent: 04-20-2021 13:08
From: Mark Elliott
Subject: Using script buttons to set a timestamp variable of "now" / ""sysdate"

Is it possible to use a button (or other function) in a script to be able to write back the current date and time as a timestamp.

For example so we can use the point in which an agent reached a particular point in a script to help with reporting back for customers, or for quality assessments.

We can then use the difference between the call start timestamp and when the button was pressed to understand pinch points in our processes.

I cannot see how to use a script button (or other script function) to set a variable with "now" or "sysdate" as I would understand it written in SQL.

I don't want the agent to be able to or have to select the date/time manually from the date/time menu - this defeats the purpose I am trying to achieve which is to automate the timestamp capture from a single button press.

The closest I can see that I could use is {{Scripter.Agent Call Duration}} but does this limit me to only use this on calls and removes the ability to use for chats, etc.?

It would be fabulous to have a {{Scripter.Now}} variable which sets a current timestamp - I can add as a new idea unless somebody has any clues if it is already possible.
#Ask Me Anything (AMA)
#Implementation
#Reporting/Analytics

------------------------------
Mark Elliott
Lemon Business Solutions
------------------------------