How might we improve the Genesys Knowledge Network?

We want to hear from you.

Ability to close interaction

We need the ability to close an interaction pro-grammatically through API's which we were told don't exist.

The business case is, the campaign is turned off at the end of the day, however agents have open calls and/or interactions (didn't enter wrap up codes). We would like to close this interaction with a default wrap-up code so we can download the contact list into our systems, and upload a new contact list the next day. When there are open calls/interactions, we are not able to do this (we get a 404 error). Thank you.

  • Lynnette Guess
  • Oct 23 2018
  • Unrelated to GKN site
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  • Admin
    Clay Tison commented
    23 Oct 16:13

    Hi Lynnette,


    Thank you for submitting your Idea! After review, it appears this Idea does not apply to the Knowledge Network, rather it is PureCloud-specific. 


    We will be closing this Idea and ask that you please use the PureCloud Product Ideas Lab to submit your idea for PureCloud.

     

    Thank you!

  • Zack Beadle commented
    23 Oct 16:13

    @Clay - it would be a better customer experience if you opened the issue on Lynnette's behalf.  This is especially critical if you've got a new adopter to your service and you want to make a good impression.  Telling them they guessed the wrong department and now they have to re-do their work isn't very helpful.

  • Lynnette Guess commented
    23 Oct 16:13

    I am not able to log on to the PureCloud Product Ideas Lab. We have OKTA sso to PureCloud, I tried resetting my password with no success.

     

  • Admin
    Clay Tison commented
    23 Oct 16:13

    @zack, I am in full agreement. We are actively working on improving this process and I very much hope we are able to implement this soon.

  • Admin
    Clay Tison commented
    23 Oct 16:13

    @lynnette, The login information for the PureCloud Product Ideas Lab requires Genesys OKTA login credentials. The PureCloud login credentials are different. If you don't already have Genesys OKTA login credentials, please make your request here:  https://genesyspartner.force.com/customercare/RequestAccount and we will get you sorted out. Again, as stated above in response to Zack, we are working to make this process more user friendly. We appreciate your patience.


    Thank you!

  • Admin
    Ginger Alford commented
    23 Oct 16:13

    Thank you for your feedback Zack!  Based on your experience, we are actively changing this this process so that we are generating the best customer experience possible.  The success and improvement of any ideas tool is based on the feedback we get from valued customers like yourself  :)