Thanks Robert, I voted the idea.
It seems that has been already accepted by Genesys, so hopefully it will be rolled out soon, even if it has not been mentioned in the latest roadmap webinar
Thanks
Regards
Giovanni
------------------------------
Giovanni Laino
Lutech S.p.A.
------------------------------
Original Message:
Sent: 07-27-2020 11:35
From: Robert Wakefield-Carl
Subject: Is it possibile to launch a webservices data action when a call is abandoned?
Not yet. This is on the roadmap, but not before end of the year. You can follow using this idea: https://purecloud.ideas.aha.io/ideas/CLINB-I-460
Essentially, there will be the ability to transfer to a flow on agent disconnect and then you can use a data action in that flow. Hurry up and wait!
------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 07-27-2020 03:57
From: Giovanni Laino
Subject: Is it possibile to launch a webservices data action when a call is abandoned?
Hi,
our customer needs to invoke a webservices data action whenever a call gets abandoned (both during IVR or in queue) for reporting purposes on an external ticketing system.
Is it possible to call a data action capturing the "abandon" event in Architect? Or any other possible way?
Thanks
Regards
Giovanni
#Implementation
#Reporting/Analytics
#Routing(ACD/IVR)
#Telephony
------------------------------
Giovanni Laino
Lutech S.p.A.
------------------------------