PEC-GPA/Current/Administrator/GplusActivityHistory90 - Revision history

WikiSysop at 14:17, November 3, 2022

2022-11-03T14:17:02Z

WikiSysop at 19:20, July 28, 2022

2022-07-28T19:20:09Z

WikiSysop at 18:49, July 28, 2022

2022-07-28T18:49:36Z

WikiSysop at 18:00, July 19, 2022

2022-07-19T18:00:56Z

Mwest: Published

2022-03-23T13:48:02Z

Published

Mwest at 15:15, January 12, 2022

2022-01-12T15:15:03Z

Matthew.west@genesys.com: Undo revision 105002 by Matthew.west@genesys.com (talk)

2021-10-20T16:31:41Z

Undo revision 105002 by Matthew.west@genesys.com (talk)

Matthew.west@genesys.com: Published

2021-10-14T19:11:13Z

Published

Ed.jamer@genesys.com at 18:31, October 9, 2021

2021-10-09T18:31:40Z

Matthew.west@genesys.com at 15:15, August 19, 2021

2021-08-19T15:15:38Z

@@ Line 6: / Line 6: @@
 |ComingSoon=No
 |Platform=GenesysEngage-cloud
 |Section={{Section
 |alignment=Vertical
@@ Line 33: / Line 34: @@
 Gplus Adapter can also create Activity Tasks in Salesforce when the {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusScreenPop90|anchor=screenpoplogic|display text=screen pop}} is displayed. Gplus Adapter then modifies logged activity when the interaction is completed. Activity on screen pop is created for voice, chat, email, and open media (workitems) interactions. Any changes in '''Comments''' field before the interaction is completed are overwritten by Gplus Adapter. Select the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ActivityLog|display text=Activity Log on Screen Pop}}''' setting in Agent Setup to enable this feature. This feature is overridden by Salesforce Object Search and Salesforce Open Record. When an agent creates an email, Gplus Adapter creates an activity task. If the agent deletes the email without sending it, the activity task is not updated.<!--When an agent transfers an email or chat interaction, Gplus Adapter creates an activity task or updates the activity task if one was created by the screen pop process.-->
 ===Activity Task association by Gplus Adapter in Salesforce===
 Gplus Adapter provides different ways that Salesforce Activity Tasks can be associated to Salesforce objects:
@@ Line 84: / Line 93: @@
 |Media=Image
 |image=Gplus_900_Activity_task_related_to_Contact_Notification.png
-|structuredtext=You can configure Gplus Adapter to display confirmation messages to agents when the following Salesforce Activity Task events are successful:
+|structuredtext=For troubleshooting purposes, you can configure Gplus Adapter to display confirmation messages in Agent Workspace when the following Salesforce Activity Task events are successful:
 *Activity Task is created.
@@ Line 204: / Line 213: @@
 |anchor=Customtemplates
 |alignment=Vertical
-|structuredtext=You can configure what Adapter saves for the '''Subject''' field in the Salesforce activity by using {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=CustomTemplates|display text=custom templates}} with the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=CustomTemplates|display textTemplates Salesforce <interaction type> Subject}}''' option, where, '''<interaction type>''' is either '''Inbound-Voice''', '''Outbound-Voice''', '''Transfer-Voice''', '''Chat''' (including SMS), or '''Email'''.
+|structuredtext=You can configure what Adapter saves for the '''Subject''' field in the Salesforce activity by using {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=CustomTemplates|display text=custom templates}} with the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=CustomTemplates|display textTemplates Salesforce <interaction type> Subject}}''' option, where, '''<interaction type>''' is either '''Inbound-Voice''', {{Editgrn_open}}'''Internal-Voice'''{{Editgrn_close}}, '''Outbound-Voice''', '''Transfer-Voice''', '''Chat''' (including SMS),  '''Email''', {{Editgrn_open}}or '''OpenMedia'''{{Editgrn_close}}.
 The value is a string that contains any text, along with template variables wrapped in the reserved "{" and "}" characters.
@@ Line 211: / Line 220: @@
 *Templates Salesforce Inbound-Voice Subject
 *Templates Salesforce Outbound-Voice Subject
 *Templates Salesforce Transfer-Voice Subject
 *Templates Salesforce Chat Subject
 *Templates Salesforce Email Subject
 Gplus Adapter supports '''only''' the following templating variables:

@@ Line 303: / Line 303: @@
 |anchor=InteractionHistoryinGenesysUniversalContactServer(UCS)
 |alignment=Vertical
-|structuredtext=Agents can view and manage their previous interactions with a Genesys UCS contact from the {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Contacts|display text=Agent Desktop My History}} tab.
+|structuredtext=Agents can view and manage their previous interactions with a Genesys UCS contact from the {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Contacts|display text=Agent Workspace My History}} tab.
 |Status=No
 }}
 }}

@@ Line 18: / Line 18: @@
 **Inbound
 **Consult
-*:Adapter integration of SMS is the same as chat with only minor differences as described in this document. For SMS, the Activity task is created only for an unassigned contact in the Workspace Agent Desktop '''{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS|anchor=CommunicationTab|display text=Communication}}''' tab. For SMS, the only UserData that can be transferred by SMS are the '''from''' and '''to''' phone numbers and the '''text''' of the SMS.
+*:Adapter integration of SMS is the same as chat with only minor differences as described in this document. For SMS, the Activity task is created only for an unassigned contact in the Agent Workspace '''{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS|anchor=CommunicationTab|display text=Communication}}''' tab. For SMS, the only UserData that can be transferred by SMS are the '''from''' and '''to''' phone numbers and the '''text''' of the SMS.
 *Use the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ActivityLog|display text=Open Media Activity}}''' option to specify whether or not to create an activity task for the following media types:
 **Inbound

@@ Line 8: / Line 8: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=Gplus Adapter can save different types of interactions to a Salesforce activity history entry. Use the following options in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Agent Setup}}:
+|structuredtext=Gplus Adapter can save different types of interactions to a Salesforce activity history entry. Use the following options in {{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|display text=Agent Setup}} to enable or disable the creation of activity logs:
-*Use the '''Voice Activity Log''' option to specify whether or not to create an activity task for the following call types:
+*Use the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ActivityLog|display text=Voice Activity Log}}''' option to specify whether or not to create an activity task for the following call types:
 **Inbound
 **Outbound
 **Internal
 **Consult
-*Use the '''Chat Activity Log''' option to specify whether or not to create an activity task for the following chat types (including SMS):
+*Use the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ActivityLog|display text=Chat Activity Log}}''' option to specify whether or not to create an activity task for the following chat types (including SMS):
 **Inbound
 **Consult
 *:Adapter integration of SMS is the same as chat with only minor differences as described in this document. For SMS, the Activity task is created only for an unassigned contact in the Workspace Agent Desktop '''{{Link-AnywhereElse|product=PEC-AD|version=Current|manual=Agent|topic=ADSMS|anchor=CommunicationTab|display text=Communication}}''' tab. For SMS, the only UserData that can be transferred by SMS are the '''from''' and '''to''' phone numbers and the '''text''' of the SMS.
-*Use the '''Open Media Activity''' option to specify whether or not to create an activity task for the following media types:
+*Use the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ActivityLog|display text=Open Media Activity}}''' option to specify whether or not to create an activity task for the following media types:
 **Inbound
 |Status=No

@@ Line 32: / Line 32: @@
 You must ensure that all the Activity Log fields in Salesforce exist. If one or more fields do not exist in Salesforce, an error will occur when Gplus Adapter tries to update the activity.
-Gplus Adapter can also create Activity Tasks in Salesforce when the {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusScreenPop90|anchor=screenpoplogic|display text=screen pop}} is displayed. Gplus Adapter then modifies logged activity when the interaction is completed. Activity on screen pop is created for voice interactions. Any changes in '''Comments''' field before the interaction is completed are overwritten by Gplus Adapter. Select the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ActivityLog|display text=Activity Log on Screen Pop}}''' setting in Agent Setup to enable this feature. This feature is overridden by Salesforce Object Search and Salesforce Open Record.
+Gplus Adapter can also create Activity Tasks in Salesforce when the {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusScreenPop90|anchor=screenpoplogic|display text=screen pop}} is displayed. Gplus Adapter then modifies logged activity when the interaction is completed. Activity on screen pop is created for voice, chat, email, and open media (workitems) interactions. Any changes in '''Comments''' field before the interaction is completed are overwritten by Gplus Adapter. Select the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ActivityLog|display text=Activity Log on Screen Pop}}''' setting in Agent Setup to enable this feature. This feature is overridden by Salesforce Object Search and Salesforce Open Record. When an agent creates an email, Gplus Adapter creates an activity task. If the agent deletes the email without sending it, the activity task is not updated.<!--When an agent transfers an email or chat interaction, Gplus Adapter creates an activity task or updates the activity task if one was created by the screen pop process.-->
 ===Activity Task association by Gplus Adapter in Salesforce===
 Gplus Adapter provides different ways that Salesforce Activity Tasks can be associated to Salesforce objects:
@@ Line 60: / Line 59: @@
 By default <!--the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ActivityLog|display text=Auto Activity Log Association}}''' option in Agent Setup is set to--> '''Salesforce Search''' is enabled.
 {{AnchorDiv|OpenObject}}
@@ Line 96: / Line 93: @@
 Select the '''{{Link-AnywhereElse|product=PEC-AS|version=Current|manual=ManageCC|topic=Salesforce_options|anchor=ActivityLog|display text=Notifications}}''' setting in Agent Setup to enable this feature.
-To troubleshoot '''saveLog()''' method errors, see {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusTroubleshoot90|anchor=Notifications|display text=expanded troubleshooting notifications}}.
+To troubleshoot '''saveLog()''' method errors, see {{Link-SomewhereInThisVersion|manual=Administrator|topic=GplusTroubleshoot90|anchor=saveLogNotifications|display text=expanded troubleshooting notifications}}.
 |Status=No
 }}{{Section

← Older revision		Revision as of 15:15, January 12, 2022
Line 31:		Line 31:

	You must ensure that all the Activity Log fields in Salesforce exist. If one or more fields do not exist in Salesforce, an error will occur when Gplus Adapter tries to update the activity.		You must ensure that all the Activity Log fields in Salesforce exist. If one or more fields do not exist in Salesforce, an error will occur when Gplus Adapter tries to update the activity.
		+
		+	Gplus Adapter can also create Activity Tasks in Salesforce when the {{Link-SomewhereInThisVersion\|manual=Administrator\|topic=GplusScreenPop90\|anchor=screenpoplogic\|display text=screen pop}} is displayed. Gplus Adapter then modifies logged activity when the interaction is completed. Activity on screen pop is created for voice interactions. Any changes in '''Comments''' field before the interaction is completed are overwritten by Gplus Adapter. Select the '''{{Link-AnywhereElse\|product=PEC-AS\|version=Current\|manual=ManageCC\|topic=Salesforce_options\|anchor=ActivityLog\|display text=Activity Log on Screen Pop}}''' setting in Agent Setup to enable this feature. This feature is overridden by Salesforce Object Search and Salesforce Open Record.

	===Activity Task association by Gplus Adapter in Salesforce===		===Activity Task association by Gplus Adapter in Salesforce===

← Older revision		Revision as of 15:15, August 19, 2021
Line 31:		Line 31:

	You must ensure that all the Activity Log fields in Salesforce exist. If one or more fields do not exist in Salesforce, an error will occur when Gplus Adapter tries to update the activity.		You must ensure that all the Activity Log fields in Salesforce exist. If one or more fields do not exist in Salesforce, an error will occur when Gplus Adapter tries to update the activity.
−
−	Gplus Adapter can also create Activity Tasks in Salesforce when the {{Link-SomewhereInThisVersion\|manual=Administrator\|topic=GplusScreenPop90\|anchor=screenpoplogic\|display text=screen pop}} is displayed. Gplus Adapter then modifies logged activity when the interaction is completed. Activity on screen pop is created for voice, chat, email, and open media (workitems) interactions. Any changes in '''Comments''' field before the interaction is completed are overwritten by Gplus Adapter. Select the '''{{Link-AnywhereElse\|product=PEC-AS\|version=Current\|manual=ManageCC\|topic=Salesforce_options\|anchor=ActivityLog\|display text=Activity Log on Screen Pop}}''' setting in Agent Setup to enable this feature. This feature is overridden by Salesforce Object Search and Salesforce Open Record.

	===Activity Task association by Gplus Adapter in Salesforce===		===Activity Task association by Gplus Adapter in Salesforce===