Our team is trying to connect our own product (customer centre system) on AWS and Genesys Cloud CX via Audiohook (Amazon EventBridge),
but we are having trouble getting correct event topic information from Audiohook when a call starts.

We initially chose v2.detail.events.conversation.{id}.user.start topic from Audiohook Amazon EventBridge Source to detect whether a call start .
However, we eventually found out that when an inbound call happen, the topic comes when RTC starts to ring, not when an agent actually pick up the call.

Things gets worse when there are multiple agents in the queue. If agent A refuse to pick the call and agent B picked it,
Our system believe agent A picked the call, because the RTC initially rang at agent A, and moved to agent B.

Is there any way to detect if an agent refused the call, or is there any event topic that detects when an agent actually picked up the call.

Thanks in advance.

That would be a problem with the conversations topic.  Perhaps you should consider the User..Presence or the User.RoutingStatus instead.  That would look at the users and you could then look for Idle to Interacting change or other status.

Our team is trying to connect our own product (customer centre system) on AWS and Genesys Cloud CX via Audiohook (Amazon EventBridge),
but we are having trouble getting correct event topic information from Audiohook when a call starts.

We initially chose v2.detail.events.conversation.{id}.user.start topic from Audiohook Amazon EventBridge Source to detect whether a call start .
However, we eventually found out that when an inbound call happen, the topic comes when RTC starts to ring, not when an agent actually pick up the call.

Things gets worse when there are multiple agents in the queue. If agent A refuse to pick the call and agent B picked it,
Our system believe agent A picked the call, because the RTC initially rang at agent A, and moved to agent B.

Is there any way to detect if an agent refused the call, or is there any event topic that detects when an agent actually picked up the call.

Thanks in advance.