"Walk-in" interaction tracking through Genesys cloud

[PriyaBBox]

Hey everyone,

I am looking for an option to track the "Walk-in" interactions through Genesys cloud. Is it something that can be done? Many of our clients are looking for this option, where the customer comes up to the reception/front desk to inquire/ provide a complaint, we want the front desk agents to track it as an interaction in Genesys cloud and update it with the overall idea of the inquiry (similar to chat/ email but much simpler would be fine as well). If any such services are available via appfoundry partners, that will be useful to me too.

I have been checking Genesys community and developer forums, but I cant seem to find an answer to it. I have been checking on the feature called "work items/work bins" as well, but I am unsure on how it can be implemented or if it will be useful in this case. Please guide me on this.

[Zino_Onokpise]

Hi PriyaBBox,

First we need to ask some questions for clarification:

• Can we assume you do not want the front desk agents using the normal GC agent UI?

• What do you want to do with these interactions once they are captured?

To follow up on the second question..

• do you want to electronically record that someone walked in and was helped?
• do you need these record to be routed to other back-office personnel or contact center agents to work on?
• can you describe the workflow that happens when a walk in comes in ?

Zino.