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  • 1.  Where we can find the data entered in the Script ?

    Posted 03-29-2019 05:57
    No replies, thread closed.
    Hi,

    We want to troubleshoot one voice interaction by its ID and we try to find which data was selected/entered on the Script by the Agent during the call

    There are already variables configured on this Script (type input/output) in order to store data entered or choices selections

    I try to find them within Delevoper tools > Conversation > Get conversation by ID, but I cannot find the Script data

    Any idea ?

    Thank you.
    #Omni-ChannelDesktop/UserInterface
    #Reporting/Analytics
    #Telephony


  • 2.  RE: Where we can find the data entered in the Script ?

    Posted 03-29-2019 09:58
    No replies, thread closed.
    Is this a script used on an Outbound campaign? 

    Short answer, the data is stored wherever the script is set up to store it, either via a web services data integration to an outside system, or if it is Contact List data for an outbound campaign then it is stored in the contact list when the script is told to update the contact data.

    I don't know that there is a trace on the backend that would contain what the agent enters in the script. You would have to open a support ticket and have them do some research using the Conversation ID, I think.

    ------------------------------
    George Ganahl CCXP, GCA
    Principal Technology Consultant
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Where we can find the data entered in the Script ?

    Posted 03-29-2019 10:18
    No replies, thread closed.
    Hi George,

    Thanks for your reply, yes the Script is used for Outbound Campaign, and I already use update data for contact list

    What I think to do, is to add some empty fields (columns) on the contact list before upload it to the campaign and set those fields with variables to stores data entered by the agent and duplicated them into contact list

    After the interaction finish, I can import the contact list and read the data entered for each contact

    this method can help, but I hope if there is a sample way to request Purecloud by interaction ID and get all details included Script details

    Thank you.

    ------------------------------
    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------

    Original Message


  • 4.  RE: Where we can find the data entered in the Script ?

    Posted 03-29-2019 11:12
    No replies, thread closed.
    If the script variables are set for output, they'll be on the conversation object.  Use the /conversations/{id} endpoint.  They will be on one of the participants (there are a couple rules determining which participant, read https://help.mypurecloud.com/articles/script-input-output-variables/ or just look at all the participants).  Look for the attributes field.

    ------------------------------
    Melissa Bailey
    Genesys - Employees
    ------------------------------

    Original Message


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