Posts

  • Pavol Procka
    Adding a custom attribute to Custom Menus1
    Topic last edited October 21, 2019 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > System Admin and Configuration public
    Title:
    Adding a custom attribute to Custom Menus
    Summary:
    Connect Incident Queues to Agent Groups
    Content:

    Hi,

    I was wondering whether it is possible to add a custom attribute to existing custom menus? I do not see any option in the Customisable Menus editor. We would like to connect our existing Incident Queues to our existing Agent Groups. Any suggestions?

     

    Many Thanks

    Pavol

    Version:
    18A
  • Pavol Procka
    Chat Low Volumes Alert175.0
    Topic last edited September 12, 2019 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Chat Low Volumes Alert
    Summary:
    Alert to fire if no chats have been received in a Queue
    Content:

    Our management has put forward a requirement to alert if no chats have been received in a queue for a specific amount of time. So far so good, this part is simple. The problem is, it should only fire if at the same time, there were chats in that queue the previous day (if there were none the day before, it would be assumed the channel is closed). Any ideas how to aproach this?

    Many Thanks

    Pavol

    Version:
    18A
  • Pavol Procka
    Create a follow-up Email Incident from Chats and CallsAnswered5
    Topic posted August 9, 2019 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > System Admin and Configuration public
    Title:
    Create a follow-up Email Incident from Chats and Calls
    Summary:
    Create a follow-up Email Incident from Chats and Calls
    Content:

    Hi,

    I am looking for a way to create a follow up email incident from a chat or call. Basically, when a chat or call comes in, the agent fills out the customer identification and some more fields (category, brand...). I would like a functionality where when a follow up contact is required the agent can with a press of a button on the call/chat workspace have a new Email Incident opened, that would inherit all or at least some of the fields from the chat/call incident. We want to keep the chat/call as a closed incident and create an email that can be held in a Holding Q and later, once issue was resolved be sent as an answer to the customer.

    Any ideas how to achieve this?

     

    Many Thanks

    Pavol

    Version:
    18D
  • Pavol Procka
    Is it possible extract email addresses from incident thread...Answered85.0
    Topic posted October 24, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Is it possible extract email addresses from incident thread in OSvC
    Summary:
    Extract email addresses from incident thread
    Content:

    Hi,

    I need to extract email addresses from multiple incidents (all sent from the same email address) but with different threads (it basically is a webform our customers send the unsubscribe requests through which then arrive as incidents in OSvC).

    I know it is possible to do it in Excel, so I can simply create a report with all the threads, export it and use a formula, but was wondering whether it would be possible directly in the report in OSvC?

    The excel formula that works is (threads in column A): =TRIM(RIGHT(SUBSTITUTE(LEFT(A2,FIND(" ",A2&" ",FIND("@",A2))-1)," ",REPT(" ",LEN(A2))),LEN(A2)))

    Any idea if anything similar could be used in RN?

    example of the incident thread is: Please remove my email address - abc@test.com - from your mailing list at brand XYZ.

    The brands names have different lengths so I cannot use a trim to exact number of characters.

    Many Thanks

    Pavol

    Version:
    18B
  • Pavol Procka
    Short v. Long email address in Scheduled Reports85.0
    Topic last edited June 26, 2019 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > System Admin and Configuration public
    Title:
    Short v. Long email address in Scheduled Reports
    Summary:
    Scheduled reports not delivered to the short format email for some users
    Content:

    Hi,

    I wonder if anyone else encountered this issue. Maybe the solution is even outside OSvC, but I am not sure where to look.

    When scheduling a report, when you enter an email address in the long format (i.e pavol.procka@company.com), if that email address is defined as an email address of an existing OSvC user, it automatically changes it into the short format (i.e. Procka,Pavol). Now for the vast majority of our users, this is not a problem, but I do have a few exceptions where the users do not receive the scheduled emails if their email address in the schedule is in the short format. I have not managed to find a specific setting that determines which users will get the reports and which not.

    To work around this, I need to enter the email address in the long format in the schedule, but since this is automatically changed to the short format for existing users, I actually first need to change the email address of the relevant user, then enter the email address in the long format to the schedule, save the report and then I can change the user's email address back to the correct one.

    I would prefer to find a long-term solution instead of using the above workaround, especially since I do not actually know based on what the schedules decide who to send to the short email and who not.

     

    Many Thanks

    Pavol

     

     

    Version:
    19A
  • Pavol Procka
    SPAM - BarracudaAnswered7
    Topic posted June 19, 2019 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > General Functional Discussions for Service public
    Title:
    SPAM - Barracuda
    Summary:
    Is this still working?
    Content:

    Hi,

    does anyone know if Oracle discontinued the use of Barracuda SPAM filter? I am sure that we are still receiving emails from some of the email addresses that have been previously added to the blacklist. Does anyone else have this experience?

    Alternatively, what other ways do you use to block SPAM? I know it is possible to block through the business rules, but that we only use for the heaviest offenders. I am talking about a blacklist that would hold hundreds or even thousands of email addresses we can add.

    Many Thanks

    Pavol

    Version:
    19A
  • Pavol Procka
    Chats through the Genesys Media Bar145.0
    Topic posted November 15, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, tagged Chat in B2C Service > Communication Channels public
    Title:
    Chats through the Genesys Media Bar
    Summary:
    Trouble getting Chats through the Genesys Media Bar
    Content:

    Hi,

    we are having difficulties getting chats through the Genesys Media bar. They come to RN (we can see them in the Q), but then get assigned to agents through the Oracle chat, not the media bar - if we are not logged in on the Oracle chat, they stay in the Q.

    We talked to the tech support and apparently there are three categories that are needed for an agent to be considered to take chats.

     
    But when I filtered the agent, there are only 2 out of the 3 categories that are being set. RightNowChat is not being assigned.

    Can anyone advise where/how to set this category?

     

    Many Thanks

    Pavol

    Version:
    18A
  • Pavol Procka
    Integration with ININ/Genesys Media bar.Answered55.0
    Topic posted October 19, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Integrations and APIs for Service public
    Title:
    Integration with ININ/Genesys Media bar.
    Summary:
    Missing Interaction Client button on new/changed profiles.
    Content:

    We noticed that when we change a name of an existing profile in OSvC (or create a new profile), the Interactive Client (yellow phone) icon in the ININ/Genesys Media Bar disappears after the user logs on to the Media Bar. I managed to narrow it down to the profile name as it even works when I create a new profile but with the same name as one of the profiles where it works fine (so it is not the profile ID).

    As soon as I rename the profile, or create a new one with a name that did not exist before, the icon starts disappearing after the logon.

    Therefore, it seems that the OSvC profile names must be somewhere hardcoded in the integration or on Genesys side, however we did not provide them with the profile names at the time of the integration, so this must be something it pulled automatically.

    If anyone had this issue, can you advise where this needs to be changed?

    I attached a screenshot with the icon highlighted on a profile where it works fine and one where it is missing. If I just create a copy of the same profile but change the name, it will disappear.

    Version:
    18B
    Image:
  • Pavol Procka
    Help with an Alert4
    Topic posted January 7, 2019 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > Reporting and Analytics for Service public
    Title:
    Help with an Alert
    Summary:
    Alert for number of emails routed to a Queue
    Content:

    Hi,

    Can anyone maybe help me with setting up an alert? I have a simple report showing incidents that arrived in specific queues and am trying to create an alert that sends an email every time 10 or more emails were added to the queues within the last hour.

    You will see I created variables for start and end times, but the exception I tried would not work:

     

    (count( if(queue_stats.created>$start_time & queue_stats.created<$end_time,1, 0)))/((date_diff($end_time, $start_time))/3600) is greater or equals 10

    Many Thanks

    Pavol

    Document:
  • Pavol Procka
    Thread Entry limitations?Answered115.0
    Topic last edited December 5, 2018 by Pavol ProckaSilver Crown: 22,500+ Points in B2C Service > System Admin and Configuration public
    Title:
    Thread Entry limitations?
    Summary:
    Is there a limit to how many characters/words/lines a thread entry can have?
    Content:

    We noticed that when we send a long email it does not seem to be sent completely.

    While testing, I am getting a bit confusing results. When I just sent random text with all kinds of formatting from OSvC, I received the first 80 lines of the email in my gmail address. When I sent another email with multiple formats but with just the line numbers in it, the received email was cut off at line 94. I then sent an email with just the line numbers again, but this time with simplest possible formatting (no line breaks etc) and received an email ending at line 116 (where even the number 116 was cut off at 1).

    Does anyone know what is happening here? It clearly is not a word or character limit nor a message size limit in MBs (I am not sending any attachments, just plain text). I could not find any config setting for thread entry...

    From what I could find, it should also not be hitting any gmail limits...

    Many thanks

    Pavol

    Version:
    18A