Genesys Cloud (formerly PureCloud)

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Is it possibile to launch a webservices data action when a call is abandoned?

  • 1.  Is it possibile to launch a webservices data action when a call is abandoned?

    Posted 10 days ago
    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

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    Giovanni Laino
    Lutech S.p.A.
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  • 2.  RE: Is it possibile to launch a webservices data action when a call is abandoned?

    Top 25 Contributor
    Posted 9 days ago
    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!

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Is it possibile to launch a webservices data action when a call is abandoned?

    Posted 9 days ago
    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

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    Giovanni Laino
    Lutech S.p.A.
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