Tracking the Context of a Conversation
This tracks what Cases, Tasks, and other objects were involved during the Conversation. Records are saved in the TBL_GEN_CONTEXT table automatically up today in the following scenario:
How Data is Populated
- When TBL_GEN_CONVERSATION record is created
Link the initial CASE or EXTERNAL PARTY. The "ContextVerb" should be "INITIAL" - When agent creates a new Case during an active conversation in Genesys
Link the CASE. The "ContextVerb" should be "CREATED" - When agent creates a new External Party during an active conversation in Genesys
Link the EXTERNALPARTY. The "ContextVerb" should be "CREATED" - When agent updates an existing Case or External Party during an active conversation in Genesys
Link the CASE or EXTERNAL PARTY. The "ContextVerb" should be "UPDATED".
This implies that any part of the Case/EP is modified, for example, this should trigger if an agent added a Case Note or an EP's MDM data is modified
It's possible that the same Case or External Party will appear multiple times in the Conversation's Context, for example:
| TBL_GEN_CONTEXT records for Conversation 2022-01-02-23324 | |
| Link | Verb |
| CASE-2022-457 | INITIAL |
| CASE-2022-457 | UPDATED |
| John Smith (EP) | UPDATED |
| Cinderella Smith (EP) | CREATED |
| Cinderella Smith (EP) | UPDATED |
It will also be possible for Professional Services to use the APIs to populate this table themselves.
Table Structure
| Field | Purpose | How it's populated |
|---|---|---|
| ConversationId | The COL_ID of the TBL_GEN_CONVERSATION record. | Should be known when the Context record is created. |
| KeyCode | Identifies the type of object we are referencing. Possible options are:
| Should be known when the Context record is created. |
| KeyName | Stores
| |
| ObjectId | The COL_ID of the record for the Related Object. | Should be known when the Context record is created. |
| Description | Additional information or notes about the context | Can be manually modified. |
| ContextType | Identifies what action was done on the object during the Conversation. Example options include:
| Should be known when the Context record is created. |
| ConvextValue | Value of context for custom object |