PriyaBBox | 2023-11-23 02:36:53 UTC | #1
Hey everyone,
I am looking for an option to track the "Walk-in" interactions through Genesys cloud. Is it something that can be done? Many of our clients are looking for this option, where the customer comes up to the reception/front desk to inquire/ provide a complaint, we want the front desk agents to track it as an interaction in Genesys cloud and update it with the overall idea of the inquiry (similar to chat/ email but much simpler would be fine as well). If any such services are available via appfoundry partners, that will be useful to me too.
I have been checking Genesys community and developer forums, but I cant seem to find an answer to it. I have been checking on the feature called "work items/work bins" as well, but I am unsure on how it can be implemented or if it will be useful in this case. Please guide me on this.
Zino_Onokpise | 2023-11-30 23:18:05 UTC | #2
Hi PriyaBBox,
First we need to ask some questions for clarification:
- Can we assume you do not want the front desk agents using the normal GC agent UI?
- What do you want to do with these interactions once they are captured?
To follow up on the second question..
- do you want to electronically record that someone walked in and was helped?
- do you need these record to be routed to other back-office personnel or contact center agents to work on?
- can you describe the workflow that happens when a walk in comes in ?
Zino.
system | 2023-12-30 23:18:08 UTC | #3
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 23298