Genesys Cloud - Main

Hi,

I have created a call flow and configured screen pop a new ticket guided as below.

1. In Architect, create an inbound call flow.
2. Add a task with Set Participant Data as the action.
   1. In the Attribute Name 1 box, type ZD_SearchType.
   2. In the Value To Assign 1 box, type TICKET to pop a ticket.
3. Click Add attribute to set.
   1. In the Attribute Name 2 box, type ZD_SearchValue.
   2. In the Value to Assign 2 box, type NEW. 
4. Add a Transfer to ACD action to the flow. 
5. Select the Queue to receive this call.
6. Click Publish .

Everything works fine but i see a differen behaviour in forwarding the ticket.

for example agent A received a call and ticket is created 1234, agent A did not answered the call and now agent B recieved the call and the ticket 1234 opened at agent B aswell.

as per genesys document whenever A new ticket only pops for the first agent who receives the interaction alert. If the first agent does not answer the interaction, the new ticket is forwarded another agent in the queue. 

Here both agent A and agent B can see the ticket 1234 on their zendesk workspace ideally the ticket should forward from agent A to agent B.

could you please help me any additional setup should be done.

Regards,

Mithilesh.

Hello Mithilesh, 

I have found a similar issue and this was resolved by changing 'ZD_SearchValue' to 'zd_searchvalue'. Trying do this and see if the issue persists. 

Cheers, 

------------------------------
Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-24-2024 03:16
From: Mithilesh kumar Togara
Subject: Zendesk scree pop

Hi,

I have created a call flow and configured screen pop a new ticket guided as below.

1. In Architect, create an inbound call flow.
2. Add a task with Set Participant Data as the action.
   1. In the Attribute Name 1 box, type ZD_SearchType.
   2. In the Value To Assign 1 box, type TICKET to pop a ticket.
3. Click Add attribute to set.
   1. In the Attribute Name 2 box, type ZD_SearchValue.
   2. In the Value to Assign 2 box, type NEW. 
4. Add a Transfer to ACD action to the flow. 
5. Select the Queue to receive this call.
6. Click Publish .

Everything works fine but i see a differen behaviour in forwarding the ticket.

for example agent A received a call and ticket is created 1234, agent A did not answered the call and now agent B recieved the call and the ticket 1234 opened at agent B aswell.

as per genesys document whenever A new ticket only pops for the first agent who receives the interaction alert. If the first agent does not answer the interaction, the new ticket is forwarded another agent in the queue. 

Here both agent A and agent B can see the ticket 1234 on their zendesk workspace ideally the ticket should forward from agent A to agent B.

could you please help me any additional setup should be done.

Regards,

Mithilesh.

#API/Integrations

------------------------------
Mithilesh kumar Togara
GVC Services Limited
------------------------------

Hi Cameron,

Thank you for the reply the parameter zd_searchvalue is configured in small leters. but still i see the same ticket is opening to all the agents who are not respoding to call. but the same ticket is forwarded to last agent who answered the call. So here the ticket is opened to all agents and creates a confusion to all the agents.

Ideally the ticket tab should be closed from 1st agent and forward to next agent who answered the call.

regards,

mithilesh.

------------------------------
Mithilesh kumar Togara
GVC Services Limited

Original Message:
Sent: 07-24-2024 10:00
From: Cameron Tomlin
Subject: Zendesk scree pop

Hello Mithilesh, 

I have found a similar issue and this was resolved by changing 'ZD_SearchValue' to 'zd_searchvalue'. Trying do this and see if the issue persists. 

Cheers, 

------------------------------
Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees

Original Message:
Sent: 07-24-2024 03:16
From: Mithilesh kumar Togara
Subject: Zendesk scree pop

Hi,

I have created a call flow and configured screen pop a new ticket guided as below.

1. In Architect, create an inbound call flow.
2. Add a task with Set Participant Data as the action.
   1. In the Attribute Name 1 box, type ZD_SearchType.
   2. In the Value To Assign 1 box, type TICKET to pop a ticket.
3. Click Add attribute to set.
   1. In the Attribute Name 2 box, type ZD_SearchValue.
   2. In the Value to Assign 2 box, type NEW. 
4. Add a Transfer to ACD action to the flow. 
5. Select the Queue to receive this call.
6. Click Publish .

Everything works fine but i see a differen behaviour in forwarding the ticket.

for example agent A received a call and ticket is created 1234, agent A did not answered the call and now agent B recieved the call and the ticket 1234 opened at agent B aswell.

as per genesys document whenever A new ticket only pops for the first agent who receives the interaction alert. If the first agent does not answer the interaction, the new ticket is forwarded another agent in the queue. 

Here both agent A and agent B can see the ticket 1234 on their zendesk workspace ideally the ticket should forward from agent A to agent B.

could you please help me any additional setup should be done.

Regards,

Mithilesh.

#API/Integrations

------------------------------
Mithilesh kumar Togara
GVC Services Limited
------------------------------