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DCM Data Model for Genesys Cloud Conversations

Genesys Cloud Conversations is a cloud-based customer engagement solution that allows businesses to communicate with their customers across multiple channels, including voice, email, chat, and social media. It provides a unified interface for agents to manage all customer interactions, regardless of the channel used, ensuring a consistent customer experience.

One of the key features of Genesys Cloud Conversations is its ability to use AI and machine learning to analyze customer interactions and provide insights into customer behavior, sentiment, and preferences. This helps businesses identify areas for improvement and tailor their approach to meet customer needs better.

Another important feature of Genesys Cloud Conversations is its ability to integrate with other systems and applications, such as customer relationship management (CRM) tools, workforce management software, and analytics platforms. This allows businesses to streamline their customer engagement processes and improve efficiency.

DCM's primary integration with Genesys Cloud is to work with Conversations (Interactions). We need to store information about all Genesys Conversations that DCM was involved in.

What Agents do during a Conversation

When DCM is involved, an agent can do many things during a conversation; these typically include:

  • Review customer information
  • Review the customer's previous conversations
  • Update customer information
  • Update the customer's existing cases
  • Create new cases
  • Search for cases and parties that are not directly involved in the conversation
  • Complete custom actions

In addition, a supervisor should be able to:

  • See a real-time view of all Conversations where DCM is involved
  • Search Conversations


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