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  • 1.  Transferring call from non-Salesforce enabled agent to Salesforce enabled agent

    Posted 08-19-2022 10:40
    Hi,

    Here is the scenario I'm experiencing and trying to solve.

    1. Call is answered by non-Salesforce enabled agent (native Genesys), and agent creates an interaction in our Salesforce CRM.
    2. Agent needs to transfer the call to another queue where agents are Salesforce enabled.
    3. Transferred call is answered in Salesforce and auto-creates a new SF interaction. That is NOT desired as original agent has already created a SF interaction.

    Questions:

    1. Are there any config settings in Genesys-Salesforce to prevent interaction auto-create if call is a 'transfer'?
    2. Are there any other solutions anyone can suggest?

    Thanks!
    #Integrations

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    John Codispoti
    Pfizer Inc.
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  • 2.  RE: Transferring call from non-Salesforce enabled agent to Salesforce enabled agent

    Posted 08-20-2022 03:47
    Hi John

    Can you please elaborate on this:

    1. Call is answered by non-Salesforce enabled agent (native Genesys), and agent creates an interaction in our Salesforce CRM.

    How does that non-SF enabled agent create an interaciton in SF?  Are they manually creating a task, case, or something else in SF?  Can you clarify what you mean by "interaction"?

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    Vaun McCarthy
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  • 3.  RE: Transferring call from non-Salesforce enabled agent to Salesforce enabled agent

    Posted 08-22-2022 09:08

    Thanks Vaun.

    Correct, the initial non-SF widget agent will create the SF 'interaction' (synonymous with case or ticket) manually when they accept the call. When the call is transferred to the second-line, the front-line agent will give the second agent the SF ticket number already created so work can continue on it.

    But because our second-line agents use the SF widget, the transferred call creates a second, new SF ticket automatically. I have an inelegant work-around, but wanted to find out if there were any other options.



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    John Codispoti
    Pfizer Inc.
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  • 4.  RE: Transferring call from non-Salesforce enabled agent to Salesforce enabled agent

    GENESYS
    Posted 08-23-2022 08:25

    It's not entirely clear to me why the Salesforce client would be required to create a second ticket.  As I mentioned below, the client within Salesforce has configurable screen pop capabilities, and can launch the user directly to a specific Salesforce record page if that information is stored on the conversation.  Based on your description, it sounds like you're using Agent Scripts within Genesys Cloud as the vehicle for the creation of the Salesforce case; if so, scripts also allow for the setting of participant data.  Setting the sf_urlPop attribute with a value of the case ID would allow the second line worker to be directed to the case by way of the screen pop.  Ideally, navigation to a specific record would bypass whatever logic is implemented in the CRM to automate the creation of a new case, as that would no longer be necessary.  

    Feel free to reach out to my directly if there's additional questions on this.  



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    Richard Schott
    Genesys - Employees
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  • 5.  RE: Transferring call from non-Salesforce enabled agent to Salesforce enabled agent

    GENESYS
    Posted 08-22-2022 09:33
    I'm going to assume that "creates an interaction in our Salesforce CRM" means that you're creating an activity/task record.  If that's the case, then reusing the activity record isn't really a desired behavior; in fact, the Salesforce client itself doesn't reuse the activity record in the event of a transfer.  The Activity record is written from the Agent's context, allowing them to take their own notes and logging statistics about their portion of the call.  This approach allows for a conversation to be threaded and "watched" as it traverses your organization, as there may be multiple activity records that all use the same conversation ID to tie them together.  

    Typically what we see are organizations reporting on activity records by their relationship (to a case, contact, etc.).  This allows them to see how long they're spending conversing with a customer in relation to the case, with unique notes from each person who discussed the case with the customer.  

    Assuming your non-salesforce agent is creating an activity, it might be useful for them to also create a case or some other object, and relate the activity to that object.  The object ID of that new object then be used to set participant data to help drive a screen pop for the Salesforce agent when they receive the transfer (if using object ID, I'd recommend using the SF_UrlPop attribute, and set the value to the Salesforce object ID; this will direct the receiving straight to the case/contact/other object that was created.  See: https://help.mypurecloud.com/articles/screen-pop-in-genesys-cloud-for-salesforce under "screenpop configuration/inbound call/salesforce page").  Taking this approach would reuse the case as the binding object, but create unique activity records for each agent that engages in conversation with the customer.

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    Richard Schott
    Genesys - Employees
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