Can fields be created in the interaction display?

[former_member654580]

Hello experts

One question, we are in the process of integrating SAP Marketing Cloud with Genesys, a system to manage call centers.

The doubt I have is with the interactions, these would be stored in the interactions / phone tab

or touch create a new one.

I know that the ones that come from C4C do store them in that field, but with this external system, I'm not sure.

The other doubt is: more fields can be created in this visualization:

BR

Elio C

[andreasfranz · Accepted solution]

Hi Elio,

you can create a new Interaction Channel (for Filtering) using the Interaction Customizing.

For changing the Timeline-View you can implement the BadI "CUAN_IA_REVISE_FOR_DISPLAY". Using that BadI you can basically overwrite what is displayed.

In the Interaction-Details View you can use RTA to show additional (custom) fields. There is also a Tutorial which shows the Idea behind RTA:

https://education.hana.ondemand.com/education/pub/c4/index.html?show=project!PR_FCDED750FF2E08B9:ueb...

best regards

Andreas Franz

[former_member654580 · Accepted solution]

Hello Andreas

Thanks for your answer.

If I have had the opportunity to create a new Interaction Channel before, I just wanted to see if it used the standard interaction so as not to have to create another one, I would have to try.

Regarding including new fields within the interaction data display window, I also had it in mind, but I think that this time it was a layer 8 error, that is, between the consultant and the computer hahaha, I did not remember it or not I thought to apply that option on that screen,

Thank you very much

Elio C.