Genesys Cloud (formerly PureCloud)

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Log skipped interactions

  • 1.  Log skipped interactions

    NEW MEMBER
    Posted 2 days ago
    Is there a way to log the timestamp of a skipped interaction in an outbound preview campaign?
    I was trying to create a pre-call rule that will update a column in the contact list (set valye as timestamp), but the ININ-OUTBOUND-PREVIEW-SKIPPED system dispossition doesn't trigger that rule (as no call is being made..).
    Thanks
    #Outbound

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    Nuphar Schwartz
    Sproutt Insurance
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  • 2.  RE: Log skipped interactions

    GENESYS
    Posted 2 days ago

    Hi Nuphar,

    You could write the {{Scripter.Agent Call Start Time}} variable back to a Contact List column. This is the date/time the agent received the Interaction. There aren't any date/time functions that can be used within Scripting. You could have a custom action on the script that runs when the script load to write this value to the Contact List.

    Another option could be to remove the permission for the agent to skip the call. I have been playing with setting a Wrap-up code when an agent skips the call. To give me the reason the call was skipped.

    I use this API Endpoint: /api/v2/conversations/callbacks/${input.conversationId}/participants/${input.participantId}

    With this input:

    {
    "wrapup": {
    "code": "wrap-up-UID",
    "notes": "some notes from the agent"
    },
    "state": "DISCONNECTED"
    }

    In my script I can call this action to Skip the preview, set a wrap-up on it and leave some notes.
    I hope that gives you some ideas.



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    Craig Stevenson
    Genesys - Employees
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