Using Interaction or Customer Contact/Call Logs in CSM

[Liketa McCune]

Anyone have an insights they can share on how their enterprise operations uses interactions or a custom contact/call log to handle all interactions (calls, chats, walk-ups, phone, etc). My company requires our agents to create a ticket for every call, but this has proven to junk in our reporting. That's because agents create cases for any type of issue reported, even those that don't require an agent to do any work, such as wrong number/department or follow up requests on existing tickets. I think using interaction would meet that requirement, but improve our reporting metrics. Plus we're also getting ready to integrate with Five9 so an interaction or case can be auto generate, so i believe interaction is the better way to go overall. Any insights will be appreciated here.

[Tanushree Maiti]

Hi @Liketa McCune 

If it is  for CSM :

The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, email and SMS messages.

The CSM Interaction record page provides the basic structure for an interaction record, including interaction information and related search results

Refer: CSM Interaction record page 

In general , not for CSM: 

We have Genesys integration for that .

The Genesys Cloud integration with ServiceNow allows agents to use a softphone widget directly within the ServiceNow interface to manage interactions, log call data, and maintain high productivity without switching platforms. This integration enables call logging in ServiceNow, including details like caller ID, duration, and associated ticket information.

Key Features of Genesys-ServiceNow Softphone Integration:

• Embedded Softphone: Agents use a softphone (WebRTC, cell phone, or landline) directly within the ServiceNow workspace, eliminating the need to log in to the Genesys Cloud interface separately.
• Call Logging & Data: The integration creates interaction records in ServiceNow for inbound and outbound calls. It can populate phone numbers, unique call identifiers, and screen-pop relevant customer records.
• Interaction Control Component (ICC): Enables agents to handle voice calls (answer, hold, transfer, mute) directly within the ServiceNow CSM Configurable Workspace.
• Click-to-Call: Agents can click a phone number in a ServiceNow form to initiate an outbound call, increasing efficiency.
• Agent State Management: Agents can change their presence state (e.g., Available, Busy, Break) directly in the integrated widget

Refer this: 

https://appfoundry.genesys.com/filter/genesyscloud/listing/63f3e200-0a04-4761-b471-bd73a90161d9

ServiceNow and Genesys Live Agent Integration Guide

Genesys Cloud Connector 

Key features
· Genesys Cloud Widget in ServiceNow
· Contact Search
· Automated ServiceNow Interaction Creation and Screenpop
· Automated ServiceNow Case Creation and Screenpop
· Automated ServiceNow Incident Creation and Screenpop
· Service Now data update to Genesys IXN
· Click To Dial