Hello everyone!
I've had an idea for a new feature, and I'm opening an Idea in the Ideas Portal, but I wanted to discuss about it here to know what you think about it.
The thing is that, currently, there is no way a user can do things such as executing Data Actions manually other than:
a) Through a script while attending an interaction, or
b) Through an external app (embbeded or not in Genesys) that calls the GC API.
Both solutions have their own problems:
a) Only works when the agent has an active interaction.
b) It requires mantaining the external app, managing the authentication, having programmers to build it...
So, my idea is like a combination of both solutions. That the users had a new panel where they could open a "Script App" (choosing from a list, for example). Those would be scripts like the ones used for the interactions, with their pages, variables, rules, actions... Like an embedded external app, but built using the Script Editor.
Some use cases that come to my mind that would be possible with this feature:
- Administration consoles, that would provide automation for some processes that require multiple actions using the UI.
- Manual worflow executions.
- Perform CRM managing operations, all from inside Genesys.
- etc
Basically, it would allow to have 100% customizable panels/consoles/apps for the users, all inside of Genesys Cloud (and needing 0 program skills to build them). Many times, our customers ask for some of their users to be able to perform some tasks that currently would require to build (and mantain) an external app, and when we tell them so, they say that "Genesys is much more limited than they thought." This could provide a lot more flexibility, and I think it wouldn't be very difficult for you to implement, as you would only have to slightly modify the current script feature.
The idea opened in the portal: https://genesyscloud.ideas.aha.io/ideas/DXAA-I-7