How to record chat interaction between agent and customer

General Discussion
1

Hi all, thanks for your time

Hope somebody con help, i need to save what customer and agent writes every time a chat session is handled in Genesys. I review started guide i find this functionality is supported for mi ics version, but i cannot find how to enable it …

Is there any kind of manual to do it? where?

ICS 6.5

Thanks,
JJ

2

6.5…damn no idea but on 7 and 8 it is stored on the UCS database…maybe if you check ICS DB then it will be there too

3

Hi Cav,

Is Automatically stored on db table or requieres speciall configuration?

Thanks,
JJ

1 Like
4

It is stored there automatically, on GAD you can see customer interactions, right? When you browse a chat you can see the whole conversation. It is stored on a field in XML structure.

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5

In fact, the fiel “message” where the converdsation its supossed to be stored its empty … i am going to review ICS version.

I am believing the issue is there …

Thanks for helping
Jut

1 Like
6

Hope this help other people.

We upgrade ICS and it start working properly.

Thanks,
Jut

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7

Quien carajo usa un 6.5??

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8

jajajajajaja Cav parece que si hay gente que utiliza 6.5 todavia jajajaja

9

A mi que me confiecen, yo no lo instalé ni trabajaba aqui cuando lo pusieron jajaja. Mas bien estoy pidiendo moverlo a 7.x o 8.x.

Una mirada x aqui ps … Genesys Chat conversations historial report

SOS

Jut

10

Good thread. I like the suggestions of the members. This thread contains very useful information. Thanks for sharing it with me.

11

if a chat session is done by either an agent or a customer, agent can determine the interaction provided that wrap-up is configured.