"Is there a way to setup this interaction and not select a DTMF" - Yes you don't need to a have a menu as a starting task. You can create a task and then set it as the starting item. eg You can then, if you want still ask the customer ...

Not that I have done, but it could be possible. You could do an analytics API call when the agent presses a button to show the stats first and then ask to confirm before transferring. Or if the agent selects a queue from a drop down, when they do pull ...

A simple option is to just use the contains function on the last utterance variable and list out the words you are looking for. A task like Robert mentioned could be used so you can call the task multiple times, and update a counter each time the contains ...

Would using AWS event bridge to get the data instead of using the APIs resolve this naturally. Since you will get each of those events as the happen and can then update the data entry as it occurs. ------------------------------ Anton VroonAnton Vroon ...

I have tried using this, but keep getting errors on the filters. @Jim Crespino , could you or someone over there could explain use and features of this API? ------------------------------ Robert Wakefield-Carl ttec Digital Sr. Director - Innovation ...

Here is my suggestion: Use Wrap-up rule to run a workflow and supply the contact information and desired Workflow will take the contact information hold the contact in the workflow for the desired day and time Workflow will insert the contact ...

So, you can definitely filter on queues and skills, but best is to show the Queue and Skill column and user in the interactions, filter for the agents or queue you want, then bring them into Excel or a BI tool that can do a pivot table on those attributes. ...

That is the problem with asynchronous interactions. With our iSync and most likely with A3S from Genesys, there is the need to always reconcile conversations that span over days or even weeks as with Email. The only possible solution is to only report ...

Of course you could add the words to the utterances to an intent and do whatever you want then recognized. We don't have a notification topic for Topics, but you do have one for transcription which could be used to "look for" these phrases and run a ...

Without knowing more about your survey integration and flow, all I can think of is maybe look a whether you could do transfer to flow instead of transfer to number. That's working on the assumption that the survey is actually run within an Architect ...