Call Results

NICE CXone API & Integrations
1

Is it possible to add call results the Genesys standard ones?

Currently if an agent uses the call result “Answered” i cant run a treatment on this as it would put my sales calls back into the dialler

I would like to add call back for example and not have the agent set a timed call back

Ive come up against issues where agents are setting call backs for 12 hours away and its locking data and i dont want to keep going in and up dating records manually

Thanks in advance

2

I’m not sure I’ve understood your problem, but let me clarify a couple of things:

  • on the RecordProcessed request, you can specify:

[li]any call result specified in the Call Result table in the Outbound Reference guide

  • whether you want to apply a treatment on that Call Result
    [/li]

  • on the RecordReschedule request:

[li]Date & Time are mandatory as far as I know

  • you can specify whether the callback is personal or group
    [/li]

I suggest you to read carefully the Updating Call Results and Custom Fields section of the Reference guide.

Fra

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