Genesys Cloud - Main

Hi, I want to use surveys in Genesys. The problem is that we are usually not allowed to record conversations. However, because conversations for surveys must be retained for at least one day, we obtain consent each time. So that I don't have to create copies of our queues with recording enabled, I want to route calls that have said 'yes' to a survey in an InBound flow to a special survey queue. This survey queue will then be used to send out the survey invitation, and from the survey queue, I want to route to the queue to which the inbound flow would have routed. The survey invitation process works so far, and only calls that follow this path are recorded. Calls that follow the 'normal' path are not recorded as before.

To ensure that I only need one survey queue, I want to pass the name of the queue to which the caller would have been routed in the 'normal' inbound flows after consenting to the survey as participant data. In the InQueue flow of the survey queue, I want to retrieve this participant data and use a switch to determine which case to take based on the result of the participant data retrieval. Next, I would route the call to the correct queue. Unfortunately, I always end up in the default case with the switch. Can someone tell me how to precisely set and retrieve the participant data, and how to enter it in the switch?

I posted an idea a while back to add visibility to participant data to survey invite flows.  It got shockingly little love.  Rock the vote!  WEM-I-563 https://genesyscloud.ideas.aha.io/ideas/WEM-I-563

Hi, I want to use surveys in Genesys. The problem is that we are usually not allowed to record conversations. However, because conversations for surveys must be retained for at least one day, we obtain consent each time. So that I don't have to create copies of our queues with recording enabled, I want to route calls that have said 'yes' to a survey in an InBound flow to a special survey queue. This survey queue will then be used to send out the survey invitation, and from the survey queue, I want to route to the queue to which the inbound flow would have routed. The survey invitation process works so far, and only calls that follow this path are recorded. Calls that follow the 'normal' path are not recorded as before.

To ensure that I only need one survey queue, I want to pass the name of the queue to which the caller would have been routed in the 'normal' inbound flows after consenting to the survey as participant data. In the InQueue flow of the survey queue, I want to retrieve this participant data and use a switch to determine which case to take based on the result of the participant data retrieval. Next, I would route the call to the correct queue. Unfortunately, I always end up in the default case with the switch. Can someone tell me how to precisely set and retrieve the participant data, and how to enter it in the switch?

Thanks Michael, done. But just for clarification: I don´t want to get the participant data in the survey invite flow. I just want to set it in an InBound Flow and get it in an InQueue Flow and than use it in a switch. I always end up in the standard case of the switch what to me means the switch does not recognize what I have done before. 

I posted an idea a while back to add visibility to participant data to survey invite flows.  It got shockingly little love.  Rock the vote!  WEM-I-563 https://genesyscloud.ideas.aha.io/ideas/WEM-I-563

Hi, I want to use surveys in Genesys. The problem is that we are usually not allowed to record conversations. However, because conversations for surveys must be retained for at least one day, we obtain consent each time. So that I don't have to create copies of our queues with recording enabled, I want to route calls that have said 'yes' to a survey in an InBound flow to a special survey queue. This survey queue will then be used to send out the survey invitation, and from the survey queue, I want to route to the queue to which the inbound flow would have routed. The survey invitation process works so far, and only calls that follow this path are recorded. Calls that follow the 'normal' path are not recorded as before.

To ensure that I only need one survey queue, I want to pass the name of the queue to which the caller would have been routed in the 'normal' inbound flows after consenting to the survey as participant data. In the InQueue flow of the survey queue, I want to retrieve this participant data and use a switch to determine which case to take based on the result of the participant data retrieval. Next, I would route the call to the correct queue. Unfortunately, I always end up in the default case with the switch. Can someone tell me how to precisely set and retrieve the participant data, and how to enter it in the switch?

Hello Thomas, 

To set and get participant data between flows, you must use exactly the same key names in all flows, in the set  and get data blocks.

Thanks.

Thanks Michael, done. But just for clarification: I don´t want to get the participant data in the survey invite flow. I just want to set it in an InBound Flow and get it in an InQueue Flow and than use it in a switch. I always end up in the standard case of the switch what to me means the switch does not recognize what I have done before. 

I posted an idea a while back to add visibility to participant data to survey invite flows.  It got shockingly little love.  Rock the vote!  WEM-I-563 https://genesyscloud.ideas.aha.io/ideas/WEM-I-563

Hi, I want to use surveys in Genesys. The problem is that we are usually not allowed to record conversations. However, because conversations for surveys must be retained for at least one day, we obtain consent each time. So that I don't have to create copies of our queues with recording enabled, I want to route calls that have said 'yes' to a survey in an InBound flow to a special survey queue. This survey queue will then be used to send out the survey invitation, and from the survey queue, I want to route to the queue to which the inbound flow would have routed. The survey invitation process works so far, and only calls that follow this path are recorded. Calls that follow the 'normal' path are not recorded as before.

To ensure that I only need one survey queue, I want to pass the name of the queue to which the caller would have been routed in the 'normal' inbound flows after consenting to the survey as participant data. In the InQueue flow of the survey queue, I want to retrieve this participant data and use a switch to determine which case to take based on the result of the participant data retrieval. Next, I would route the call to the correct queue. Unfortunately, I always end up in the default case with the switch. Can someone tell me how to precisely set and retrieve the participant data, and how to enter it in the switch?

Thanks Michael, done. But just for clarification: I don´t want to get the participant data in the survey invite flow. I just want to set it in an InBound Flow and get it in an InQueue Flow and than use it in a switch. I always end up in the standard case of the switch what to me means the switch does not recognize what I have done before. 

I posted an idea a while back to add visibility to participant data to survey invite flows.  It got shockingly little love.  Rock the vote!  WEM-I-563 https://genesyscloud.ideas.aha.io/ideas/WEM-I-563

Hi, I want to use surveys in Genesys. The problem is that we are usually not allowed to record conversations. However, because conversations for surveys must be retained for at least one day, we obtain consent each time. So that I don't have to create copies of our queues with recording enabled, I want to route calls that have said 'yes' to a survey in an InBound flow to a special survey queue. This survey queue will then be used to send out the survey invitation, and from the survey queue, I want to route to the queue to which the inbound flow would have routed. The survey invitation process works so far, and only calls that follow this path are recorded. Calls that follow the 'normal' path are not recorded as before.

To ensure that I only need one survey queue, I want to pass the name of the queue to which the caller would have been routed in the 'normal' inbound flows after consenting to the survey as participant data. In the InQueue flow of the survey queue, I want to retrieve this participant data and use a switch to determine which case to take based on the result of the participant data retrieval. Next, I would route the call to the correct queue. Unfortunately, I always end up in the default case with the switch. Can someone tell me how to precisely set and retrieve the participant data, and how to enter it in the switch?

Hi Thomas,
As Michael mentioned, it is important to spell the participant data exactly the same way in the "Set pariticipant Data" action as in the "Get participant data" action. It is even case-sensitive. My second favorite mistake is mixing up "Set" und "Get"-Actions by accident.

Bonus hint: I had the same problem as you: Call recording is not allowed im my org. I solved the problem by starting a secure pause as first step in the flow in addition to the delete-after-one-day-policy. For this to work properly you will have to configure your queues and your trunk-settings right. Should you distrust your agents then I am pretty shure that you can take their permission away to start or stop a secure pause.

Best regards

Christoph

Thanks Michael, done. But just for clarification: I don´t want to get the participant data in the survey invite flow. I just want to set it in an InBound Flow and get it in an InQueue Flow and than use it in a switch. I always end up in the standard case of the switch what to me means the switch does not recognize what I have done before. 

I posted an idea a while back to add visibility to participant data to survey invite flows.  It got shockingly little love.  Rock the vote!  WEM-I-563 https://genesyscloud.ideas.aha.io/ideas/WEM-I-563

Hi, I want to use surveys in Genesys. The problem is that we are usually not allowed to record conversations. However, because conversations for surveys must be retained for at least one day, we obtain consent each time. So that I don't have to create copies of our queues with recording enabled, I want to route calls that have said 'yes' to a survey in an InBound flow to a special survey queue. This survey queue will then be used to send out the survey invitation, and from the survey queue, I want to route to the queue to which the inbound flow would have routed. The survey invitation process works so far, and only calls that follow this path are recorded. Calls that follow the 'normal' path are not recorded as before.

To ensure that I only need one survey queue, I want to pass the name of the queue to which the caller would have been routed in the 'normal' inbound flows after consenting to the survey as participant data. In the InQueue flow of the survey queue, I want to retrieve this participant data and use a switch to determine which case to take based on the result of the participant data retrieval. Next, I would route the call to the correct queue. Unfortunately, I always end up in the default case with the switch. Can someone tell me how to precisely set and retrieve the participant data, and how to enter it in the switch?

Hi Thomas,
As Michael mentioned, it is important to spell the participant data exactly the same way in the "Set pariticipant Data" action as in the "Get participant data" action. It is even case-sensitive. My second favorite mistake is mixing up "Set" und "Get"-Actions by accident.

Bonus hint: I had the same problem as you: Call recording is not allowed im my org. I solved the problem by starting a secure pause as first step in the flow in addition to the delete-after-one-day-policy. For this to work properly you will have to configure your queues and your trunk-settings right. Should you distrust your agents then I am pretty shure that you can take their permission away to start or stop a secure pause.

Best regards

Christoph

Thanks Michael, done. But just for clarification: I don´t want to get the participant data in the survey invite flow. I just want to set it in an InBound Flow and get it in an InQueue Flow and than use it in a switch. I always end up in the standard case of the switch what to me means the switch does not recognize what I have done before. 

I posted an idea a while back to add visibility to participant data to survey invite flows.  It got shockingly little love.  Rock the vote!  WEM-I-563 https://genesyscloud.ideas.aha.io/ideas/WEM-I-563

Hi, I want to use surveys in Genesys. The problem is that we are usually not allowed to record conversations. However, because conversations for surveys must be retained for at least one day, we obtain consent each time. So that I don't have to create copies of our queues with recording enabled, I want to route calls that have said 'yes' to a survey in an InBound flow to a special survey queue. This survey queue will then be used to send out the survey invitation, and from the survey queue, I want to route to the queue to which the inbound flow would have routed. The survey invitation process works so far, and only calls that follow this path are recorded. Calls that follow the 'normal' path are not recorded as before.

To ensure that I only need one survey queue, I want to pass the name of the queue to which the caller would have been routed in the 'normal' inbound flows after consenting to the survey as participant data. In the InQueue flow of the survey queue, I want to retrieve this participant data and use a switch to determine which case to take based on the result of the participant data retrieval. Next, I would route the call to the correct queue. Unfortunately, I always end up in the default case with the switch. Can someone tell me how to precisely set and retrieve the participant data, and how to enter it in the switch?

Hi Thomas,

participant data can store every possible String. I use them in Switches without problems.

For secure pause in Flows you will have to create a data action (Admin --> Integrations --> Actions" and use the "PUT  /api/v2/conversations/calls/${input.conversationID}/recordingstate". You can then call that action in the flow.

Best regards
Christoph

The Data Action:

Hi Thomas,
As Michael mentioned, it is important to spell the participant data exactly the same way in the "Set pariticipant Data" action as in the "Get participant data" action. It is even case-sensitive. My second favorite mistake is mixing up "Set" und "Get"-Actions by accident.

Bonus hint: I had the same problem as you: Call recording is not allowed im my org. I solved the problem by starting a secure pause as first step in the flow in addition to the delete-after-one-day-policy. For this to work properly you will have to configure your queues and your trunk-settings right. Should you distrust your agents then I am pretty shure that you can take their permission away to start or stop a secure pause.

Best regards

Christoph

Thanks Michael, done. But just for clarification: I don´t want to get the participant data in the survey invite flow. I just want to set it in an InBound Flow and get it in an InQueue Flow and than use it in a switch. I always end up in the standard case of the switch what to me means the switch does not recognize what I have done before. 

I posted an idea a while back to add visibility to participant data to survey invite flows.  It got shockingly little love.  Rock the vote!  WEM-I-563 https://genesyscloud.ideas.aha.io/ideas/WEM-I-563

Hi, I want to use surveys in Genesys. The problem is that we are usually not allowed to record conversations. However, because conversations for surveys must be retained for at least one day, we obtain consent each time. So that I don't have to create copies of our queues with recording enabled, I want to route calls that have said 'yes' to a survey in an InBound flow to a special survey queue. This survey queue will then be used to send out the survey invitation, and from the survey queue, I want to route to the queue to which the inbound flow would have routed. The survey invitation process works so far, and only calls that follow this path are recorded. Calls that follow the 'normal' path are not recorded as before.

To ensure that I only need one survey queue, I want to pass the name of the queue to which the caller would have been routed in the 'normal' inbound flows after consenting to the survey as participant data. In the InQueue flow of the survey queue, I want to retrieve this participant data and use a switch to determine which case to take based on the result of the participant data retrieval. Next, I would route the call to the correct queue. Unfortunately, I always end up in the default case with the switch. Can someone tell me how to precisely set and retrieve the participant data, and how to enter it in the switch?

Thank you Christian, I think I am nearly there. Hope this is not a stupid question but how do I have to configure the contracts of the data action?

Hi Thomas,

participant data can store every possible String. I use them in Switches without problems.

For secure pause in Flows you will have to create a data action (Admin --> Integrations --> Actions" and use the "PUT  /api/v2/conversations/calls/${input.conversationID}/recordingstate". You can then call that action in the flow.

Best regards
Christoph

The Data Action:

Hi Thomas,
As Michael mentioned, it is important to spell the participant data exactly the same way in the "Set pariticipant Data" action as in the "Get participant data" action. It is even case-sensitive. My second favorite mistake is mixing up "Set" und "Get"-Actions by accident.

Bonus hint: I had the same problem as you: Call recording is not allowed im my org. I solved the problem by starting a secure pause as first step in the flow in addition to the delete-after-one-day-policy. For this to work properly you will have to configure your queues and your trunk-settings right. Should you distrust your agents then I am pretty shure that you can take their permission away to start or stop a secure pause.

Best regards

Christoph

Thanks Michael, done. But just for clarification: I don´t want to get the participant data in the survey invite flow. I just want to set it in an InBound Flow and get it in an InQueue Flow and than use it in a switch. I always end up in the standard case of the switch what to me means the switch does not recognize what I have done before. 

I posted an idea a while back to add visibility to participant data to survey invite flows.  It got shockingly little love.  Rock the vote!  WEM-I-563 https://genesyscloud.ideas.aha.io/ideas/WEM-I-563

Hi, I want to use surveys in Genesys. The problem is that we are usually not allowed to record conversations. However, because conversations for surveys must be retained for at least one day, we obtain consent each time. So that I don't have to create copies of our queues with recording enabled, I want to route calls that have said 'yes' to a survey in an InBound flow to a special survey queue. This survey queue will then be used to send out the survey invitation, and from the survey queue, I want to route to the queue to which the inbound flow would have routed. The survey invitation process works so far, and only calls that follow this path are recorded. Calls that follow the 'normal' path are not recorded as before.

To ensure that I only need one survey queue, I want to pass the name of the queue to which the caller would have been routed in the 'normal' inbound flows after consenting to the survey as participant data. In the InQueue flow of the survey queue, I want to retrieve this participant data and use a switch to determine which case to take based on the result of the participant data retrieval. Next, I would route the call to the correct queue. Unfortunately, I always end up in the default case with the switch. Can someone tell me how to precisely set and retrieve the participant data, and how to enter it in the switch?

Thank you Christian, I think I am nearly there. Hope this is not a stupid question but how do I have to configure the contracts of the data action?

Hi Thomas,

participant data can store every possible String. I use them in Switches without problems.

For secure pause in Flows you will have to create a data action (Admin --> Integrations --> Actions" and use the "PUT  /api/v2/conversations/calls/${input.conversationID}/recordingstate". You can then call that action in the flow.

Best regards
Christoph

The Data Action:

Hi Thomas,
As Michael mentioned, it is important to spell the participant data exactly the same way in the "Set pariticipant Data" action as in the "Get participant data" action. It is even case-sensitive. My second favorite mistake is mixing up "Set" und "Get"-Actions by accident.

Bonus hint: I had the same problem as you: Call recording is not allowed im my org. I solved the problem by starting a secure pause as first step in the flow in addition to the delete-after-one-day-policy. For this to work properly you will have to configure your queues and your trunk-settings right. Should you distrust your agents then I am pretty shure that you can take their permission away to start or stop a secure pause.

Best regards

Christoph

Thanks Michael, done. But just for clarification: I don´t want to get the participant data in the survey invite flow. I just want to set it in an InBound Flow and get it in an InQueue Flow and than use it in a switch. I always end up in the standard case of the switch what to me means the switch does not recognize what I have done before. 

I posted an idea a while back to add visibility to participant data to survey invite flows.  It got shockingly little love.  Rock the vote!  WEM-I-563 https://genesyscloud.ideas.aha.io/ideas/WEM-I-563

Hi, I want to use surveys in Genesys. The problem is that we are usually not allowed to record conversations. However, because conversations for surveys must be retained for at least one day, we obtain consent each time. So that I don't have to create copies of our queues with recording enabled, I want to route calls that have said 'yes' to a survey in an InBound flow to a special survey queue. This survey queue will then be used to send out the survey invitation, and from the survey queue, I want to route to the queue to which the inbound flow would have routed. The survey invitation process works so far, and only calls that follow this path are recorded. Calls that follow the 'normal' path are not recorded as before.

To ensure that I only need one survey queue, I want to pass the name of the queue to which the caller would have been routed in the 'normal' inbound flows after consenting to the survey as participant data. In the InQueue flow of the survey queue, I want to retrieve this participant data and use a switch to determine which case to take based on the result of the participant data retrieval. Next, I would route the call to the correct queue. Unfortunately, I always end up in the default case with the switch. Can someone tell me how to precisely set and retrieve the participant data, and how to enter it in the switch?