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Richard Dib

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Advice needed to schedule data to push into salesforce

Posted By Richard Dib 01-31-2024 20:08
Found In Egroup: Genesys Cloud - Main \ view thread
Hello all, I need some advice, I need to push data from PureCloud into salesforce, around every hour. The data that i need are for all our agents and their call count, talk time as well as their status such as interacting, idle, break, busy, away etc. Does anyone have ...

Split a message into two variables

Posted By Richard Dib 11-13-2023 05:54
Found In Egroup: Genesys Cloud - Main \ view thread
Hey all, We have deployed a post call survey via SMS, it writes the data back into a data table for us. At the end of a call a SMS is sent out asking for a rating of 1 to 5, we are getting results back with some free text, example "5 thank you for your help" Is there ...

RE: Queue routing for Chat and calls

Posted By Richard Dib 10-22-2023 05:48
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you Robert! that is exactly what we are after, I have upvoted this feature, will keep an eye on this! Thanks again ------------------------------ Richard ------------------------------

RE: Any Questions About Building Your Bot?

Posted By Richard Dib 10-18-2023 18:32
Found In Egroup: Genesys Cloud - Main \ view thread
Hello, Is there any roadmap to be able to remove free text if we offer a digital menu? Thank you ------------------------------ Richard ------------------------------

Queue routing for Chat and calls

Posted By Richard Dib 10-16-2023 20:21
Found In Egroup: Genesys Cloud - Main \ view thread
Hello all, I have a question, we recently deployed chat on our website that transfers to a queue, which means our agents are part of multiple queues (voice queue and Chat queue) If they answer an interaction on the chat queue, is there a way to not lose their position in the queue for ...

Digital bot flow (how to force a Digital menu)

Posted By Richard Dib 09-27-2023 00:39
Found In Egroup: Genesys Cloud - Main \ view thread
Hey all, Couple of questions with the Digital bot flow, First one is we would like to present a digital menu with 3 options and remove the option to enter text, meaning they will need to click one of the three options presented to them in the chat, is this possible? ...

Playing a processing prompt during data action

Posted By Richard Dib 08-09-2023 01:09
Found In Egroup: Genesys Cloud - Main \ view thread
Hello all, we have a data action that takes a bit of time to process (around 5 seconds) Is it possible to force play an entire prompt (around 9 seconds) while the data action is processing in the background? for example, to hear a welcome message during the data action ...

RE: Campaign members not syncing to PureCloud contact list

Posted By Richard Dib 06-05-2023 19:34
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Bassel Yeah we do have members in the campaigns, they were added before we attempted the sync, but the contacts did not sync to GC, it did create the contact list just no contacts. I am happy to open a ticket with customer care as i feel it may be an issue they will need to look into. ...

Campaign members not syncing to PureCloud contact list

Posted By Richard Dib 06-04-2023 00:48
Found In Egroup: Genesys Cloud - Main \ view thread
Hello all, I have a bit of a weird one, We created a campaign in Salesforce, and linked it to Genesys with the Genesys cloud campaign settings etc. But it's not creating any contact list in Genesys. There is only around 1500 campaign members in salesforbe campaign. ...

RE: Web messenger chat - Getting URL

Posted By Richard Dib 05-11-2023 19:49
Found In Egroup: Genesys Cloud - Main \ view thread
Hi David, Yes its custom data action, as we only needed the UTM tag the following is what i have Input Contract: ( "type": "object", "properties": ( "sessionId": ( "type": "string" ) ), "additionalProperties": true ) Output Contract: ( "type": "object", "properties": ...

RE: Web messenger chat - Getting URL

Posted By Richard Dib 05-11-2023 00:02
Found In Egroup: Genesys Cloud - Main \ view thread
Hi David, Not sure if this will help you, the way we got it to work is via a data action (this was after the help from Brad) In the Digital bot flow we ran the following Data action API used was /api/v2/journey/sessions/(sessionId) This data action gave us all the info we needed. There ...

Unusual log capture logs - Deprecated script

Posted By Richard Dib 05-09-2023 21:47
Found In Egroup: Genesys Cloud - Main \ view thread
Hello all, We have had a few users complain about performance issues in PureCloud, We have raised this with our network team to look into, but what i found odd, when i enabled log capture we found the following, does anyone have ideas? #SystemAdministration

RE: Salesforce campaigns and outbound dialler in Genesys

Posted By Richard Dib 04-30-2023 22:06
Found In Egroup: Genesys Cloud - Main \ view thread
Hi George Yes we did, we had to slightly change the way we operate with campaigns. But we currently have it setup smoothly now, Thank you! ------------------------------ Richard ------------------------------

Get system date and add x days

Posted By Richard Dib 04-04-2023 01:41
Found In Egroup: Genesys Cloud - Main \ view thread
Hi team Any idea how I can get the system date and add 10 days to it using data actions? We have an auto dialler we will need to use, and based on certain wrap up codes the agents selects we need to add 10 days to a salesforce field. Thank you #Integrations

RE: Creating task in salesforce - failed to save interaction (call duration 0)

Posted By Richard Dib 03-26-2023 23:10
Found In Egroup: Genesys Cloud - Main \ view thread
Thank you all. I raised a case with Genesys, the odd thing is that the issue comes up in Salesforce classic, i cannot get this to happen in lightning. Also when the error comes up, in the console logs its a warning. ------------------------------ Richard ------------- ...

Creating task in salesforce - failed to save interaction (call duration 0)

Posted By Richard Dib 03-24-2023 00:52
Found In Egroup: Genesys Cloud - Main \ view thread
Hey all Each time an agent is using the Genesys widget in Salesforce and the call duration is 0 (not reaching voicemail / message bank etc) they are getting a "failed to save interaction" If they talk to the client the task saves fine, has anyone experienced this issue? ...

Predictive Engagement with chatbot

Posted By Richard Dib 03-17-2023 19:07
Found In Egroup: Genesys Cloud - Main \ view thread
Hey all, When i add the Website Snippet from Predictive Engagement as well as the snippet from Meseneger deployment into my site it is coming up twice in the Predictive Engagement live view (screenshot below). Would anyone know why this is? My Goal here is to use Predictive ...

RE: Web messenger chat - Getting URL

Posted By Richard Dib 03-08-2023 23:11
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks for that, I got it to work via action maps > architect using a workflow flow with using the data actions to get the UTM tag. is it possible to do the same via Inbound message flow? ------------------------------ Richard ------------------------------

RE: Web messenger chat - Getting URL

Posted By Richard Dib 03-06-2023 16:26
Found In Egroup: Genesys Cloud - Main \ view thread
Thanks all, Is it possible to send the Predictive Engagement details into the Digital Bot Flow architect? and have the lead created from there using the data action we have in place already? ------------------------------ Richard ------------------------------

Web messenger chat - Getting URL

Posted By Richard Dib 03-04-2023 06:00
Found In Egroup: Genesys Cloud - Main \ view thread
Hello all We are putting in a Chat Bot for our website, the purpose of this chat bot as a first phase is to ask a number of questions to the user and finally create a lead into salesforce. All is working as expected; however, we want to capture the URL and UTM, is this possible ...