Genesys DX (formerly Bold360)

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  • 1.  Reporting question for Bold chat.

    Posted 10-23-2023 13:04

    Looking for a way to get NPS survey results that have some form of interaction id we can use to locate the customer chat. 



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    Heather laird
    Dyson Technology Limited
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  • 2.  RE: Reporting question for Bold chat.

    GENESYS
    Posted 10-24-2023 16:40

    Hi Heather,

    I asked the team on this. The easiest way to do this would be via the APIs. You can run getInactiveChats to get the closed chat history (per chat folder) for a given period. In that data there will be a field for "SurveyNPS" which will have the score. The identifying data of the chat itself will be in that data as well.

    https://developer.bold360.com/help/EN/Bold360API/Bold360API/c_data_extraction_paged_data_v2_getInactiveChats.html

    Otherwise, our survey reports will show aggregate data but it will not be useful to locate the customer chat.



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    Anthony Romero
    Genesys - Employees
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    Original Message


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