Hi Brian! Great question. And the answer is yes! Many of our customers rely on Invoca to provide this important insight. We have a few other options besides Agent Voice ID to get the agent name in Invoca.
For the most comprehensive and accurate solution, especially for customers like you who use Genesys, we can establish a direct connection with your telephony provider. Using Invoca PreSense and APIs, we can match call details allowing us to achieve a 100% match rate between the calls in your agent records and the corresponding Invoca calls. This will give you complete visibility into which agent handled each specific call.
Alternatively we can employ what we call a signal file upload. With this method, you'd provide us with a file containing call details like the caller ID, the call's duration, and the start time. We then perform a fuzzy match against our call data. While it's not perfect, we can typically achieve a match rate of around 60-70%, which can still give you valuable insights.
Happy discuss either of these options at your convenience. Just let me know.
