WebAgent for ServiceNow CTI Activity Followup Actions

Introduction

When a WebAgent creates an activity in ServiceNow (Learn More), it adds a unique correlation ID in the "Call ID" field (field name: call_id). This correlation ID is used as the unique identifier for a conversation in the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. software. With the ability to link the newly created activity in ServiceNow with data in AnywhereNow, there are many possibilities to enhance the system. Here are some of the use cases:

1. Extend the activity with the recording URL/file

   As the recording is processed and saved after the agent handles the conversation, the data is not available when the activity is created. However, by listening for the event of a saved recording (in Dialogue Studio), you can trigger the addition of the recording URL or file directly into the activity.

2. Extend the actvity with the transcript

   If you are using Dialogue Studio to transcribe audio conversations, having that data available directly in your CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. system can be a powerful tool. By extending your Dialogue Studio flow, you can write directly to the ServiceNow API to extend the activity with the transcript.

3. Extend the activity with the Qualilty monitoring

   Because the customer is asked for Quality Monitoring feedback after the agent disconnects, the data is not available when the activity is created. However, by listening for the event of a given Quality Monitoring feedback (or creating a custom Quality Monitoring flow directly in Dialogue Studio), you can trigger the addition of the Quality Monitoring directly into the activity.

By utilizing these possibilities, you can enhance your ServiceNow and AnywhereNow system, improving your ability to monitor and improve customer interactions.

How to View CorrelationId in ServiceNow:

ServiceNow has by default the Call ID field is visible. However, sometimes it may be necessary to verify whether an activity was created by the AnywhereNow WebAgent. In such cases, follow these simple steps:

1. Open ServiceNow.

2. Search for a User who previously had a conversation using the AnywhereNow WebAgent.

3. (Optional) Switch to the Default view (Top left).

4. In this view, you can see the Phone logs.

5. Open one of the Phone logs, and you will find the correlationId in the Call ID field.

By following these steps, you can quickly and easily verify whether an activity was created by the AnywhereNow WebAgent in ServiceNow.