Profile

Mr. Lawrence Drayton

☑ Fill Out Profile

Contact Details

My Content

1 to 20 of 45 total

RE: How to start automatically custom client application when started chats incoming or the other scenario?

Posted By Lawrence Drayton 03-19-2019 19:59
Found In Egroup: Genesys Cloud - Main \ view thread
Yes, using the scripting function is how this would work in chat. No other way to do this at the moment. ------------------------------ Lawrence Drayton OVO Mobile (My Mobile Data) ------------------------------

RE: Scheduling default to next day

Posted By Lawrence Drayton 02-05-2019 02:03
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Mate, Yes, I am having the same issue as you. Mine was not as impactful so did not bother to raise it, but I can see the frustration here ------------------------------ Lawrence Drayton OVO Mobile (My Mobile Data) ------------------------------

Play Position In Queue - strange behaviour

Posted By Lawrence Drayton 02-04-2019 05:20
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Everyone, Really hoping I can get a solution to this issue we are facing. We have a number of queues, that have all media types coming into them. Ie, queue 1 takes emails, calls and chats. Now when there are emails in the queue, and a call comes in then the position in the queue comes ...

RE: Audit chat history

Posted By Lawrence Drayton 02-04-2019 05:17
Found In Egroup: Genesys Cloud - Main \ view thread
2nd to George, this is really the only way to view their chat messages. I have had this situation in various call centres, and have just changed passwords as part of the investigation and informed them that their chat's have been audited in line with company policy. In any case, with purecloud ...

RE: Looking to show input data from call flow in script

Posted By Lawrence Drayton 01-30-2019 05:21
Found In Egroup: Genesys Cloud - Main \ view thread
Just a quick edit - I have found out what I was doing wrong. For anyone else that is thinking about this; when putting in the flow variable - make sure you change it to expression, not a literal :) All working now! Craig, thanks for the help! Much appreciated! ------------------------------ ...

RE: Looking to show input data from call flow in script

Posted By Lawrence Drayton 01-30-2019 04:27
Found In Egroup: Genesys Cloud - Main \ view thread
Hi Craig! Thanks for the reply! I have tried this, but it's not working for me so far. Below is my setup; I am wondering if I am doing this right; Currently, this collect input is in my in-queue call flow (Not sure if I would have to put this somewhere else first?) I've attached my script ...

RE: Looking to show input data from call flow in script

Posted By Lawrence Drayton 01-30-2019 04:26
Found In Library: Genesys Cloud - Main

Looking to show input data from call flow in script

Posted By Lawrence Drayton 01-29-2019 21:56
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Everyone, Hopefully, this isn't too dumb of a question. I am creating a call flow that has the inbound caller input their account number. Once that happens, I am not sure how to get that collected data to show in a script. Been looking around but can't find how to do this easily. I ...

RE: Holiday Schedule

Posted By Lawrence Drayton 12-18-2018 23:52
Found In Egroup: Genesys Cloud - Main \ view thread
Depending on your regular schedule then it's usually best practice to only add the closed times. If your normal hours are 9-5 all week (for ease) but during the holiday period, you are only open from 10-4 then you would just add closed holiday hours for 9-10 and 4-5 Hope that makes sense. This ...

RE: web page on script

Posted By Lawrence Drayton 12-18-2018 06:10
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Roisin, This can be for a number of reasons - #1 you are not setting the full URL containing HTTPS:// for the page you wish to display. Purecloud won't display HTTP:// sites in their iFrames #2The webpage you are trying to inset is not allowed in iFrames Other than that, those are ...

RE: % of offered interactions not answered by agent

Posted By Lawrence Drayton 12-18-2018 00:05
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Marc, While I don't think there is a report spe4sifically built for that, there are a number of ways that we look into this in our CC. #1 we run the agent activity summary report, there is a not responding section, and this will give you a total time spend "not responding" as well as a percentage ...

RE: Chat SOPs

Posted By Lawrence Drayton 12-17-2018 23:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hey mate, This is a tricky one as it can really depend on a number of factors. For our implementation, we have a few of the following rules in place Chat commences and no text from a customer in 3 min - Send away message and end chat Chat commences and the customer has not replied in over 3 mins ...

RE: Customize Incoming Call Notifications

Posted By Lawrence Drayton 12-17-2018 23:48
Found In Egroup: Genesys Cloud - Main \ view thread
Hey there Greg, Great question, though I think that the solution you might want to present would be better in a lot of cases. If you can, recommend the following; Through the call flow have your IVR ask the customer what language (from the sounds of this, it appears this might be the case?) they ...

Extracting all external contacts

Posted By Lawrence Drayton 12-12-2018 21:42
Found In Egroup: Genesys Cloud - Main \ view thread
Hello everyone - I am currently approaching a cleanup period for our purecloud implementation and one of the parts of this is to clean up and implement our new way of linking out customer database to purecloud . At a glance, I am looking to see if there is an extract I can run or AIP I can ...

RE: Admin UI Schedule Builder Beta Available

Posted By Lawrence Drayton 12-10-2018 22:55
Found In Egroup: Genesys Cloud - Main \ view thread
We would like to try this - how do we get started? ------------------------------ Lawrence Drayton OVO Mobile (My Mobile Data) ------------------------------

RE: Chat and Schedule times out by an hour - anyone else seen this?

Posted By Lawrence Drayton 12-10-2018 22:51
Found In Egroup: Genesys Cloud - Main \ view thread
Yes, we have seen this also - for us it seems that only a few computers are affected/ All time zones are the same on each PC ------------------------------ Lawrence Drayton OVO Mobile (My Mobile Data) ------------------------------

RE: Popup Customer's CRM with New Button in PureCloud

Posted By Lawrence Drayton 09-11-2018 08:36
Found In Egroup: Genesys Cloud - Main \ view thread
Yeah, there are a few other ways I can think of. For example, we actually have our CRM within purecloud as a whole - so we don't even access it outside of purecloud ; See these two pages; About Custom Client Application integrations - PureCloud Resource Center And; Set up a Custom Client Application ...

RE: Popup Customer's CRM with New Button in PureCloud

Posted By Lawrence Drayton 09-11-2018 04:55
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Ali, The easiest way to do this is to have it in your script. This is how we link to different CRMs easily with each interaction. ------------------------------ Lawrence Drayton OVO Mobile (My Mobile Data) ------------------------------

When is Facebook messenger integration coming?

Posted By Lawrence Drayton 08-30-2018 00:10
Found In Egroup: Genesys Cloud - Main \ view thread
Hey Everyone, About 12 months ago when we were exploring PureCloud one of the things we needed was to allow facebook messenger integration to the platform. We were told this was "Prob going to be released next month" It's never happened, and increasingly becoming a bone of contention. Does ...

RE: Post Chat Surveys

Posted By Lawrence Drayton 08-08-2018 01:40
Found In Egroup: Genesys Cloud - Main \ view thread
Would love to pipe in here. We use Survey Dynamix and I would absolutely recommend them! Great support, awesome options for surveys over multiple channels and customisation. Heaps of updates and always bringing out new things for the platform. Let me know if you want some more info or have ...