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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: cavagnaro on May 31, 2011, 09:02:22 PM

Title: Search customer intearction on GAD
Post by: cavagnaro on May 31, 2011, 09:02:22 PM

Hi guys,
On GAD using UCS normally we search interactions by customer, meaning, go to find and do a search by some customer attribute like email, name, etc. However sometimes supervisors ask for a way to search emails answered by an specific agent...is there any way to do that?

Thanks

Title: Re: Search customer intearction on GAD
Post by: bandorka on June 01, 2011, 07:59:32 AM

I think you need some customization in GAD to solve this...

BR,
Bandorka

Title: Re: Search customer intearction on GAD
Post by: gcollins on June 03, 2011, 06:07:05 PM

I am working on a similar problem where it is neccessary to include some of the attached data (last agent touched) in the interaction table's custom field to allow for searching within GAD search.

I haven't gotten  that far but the first problem to solve was within routing.  It was neccesary to expose attached data in the Interaction server table, Interactions.  This required creating a new field and tinning IXNServer in a utility mode to extract key values from the BLOB fields and copy it to the new custom field in the table.

Looking at the UCS table there are multiple, what appear to be custom data fields that I assume allow for the expansion of attribute to search on in the UCS database. 

I am thinking that the extraction of call attributes in the UCS will be similar to the method required in extracting key values in the Interaction server table.

I hope this helps.