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Data action to check if interaction has his last segmentType is in "alert" state, and depending on the result (yes or no), either continue the flow or wait for the alert to end

  • 1.  Data action to check if interaction has his last segmentType is in "alert" state, and depending on the result (yes or no), either continue the flow or wait for the alert to end

    Posted 06-10-2025 03:20
    Edited by Jeremie SIMON 06-10-2025 04:07

    Hello,

    Like said in this post, when a call is on hold according to the threshold configured in the data table, Genesys does not take into account that a call is already ringing on an agent.

    As a result, it switches to the next priority instead of waiting for the ringing alert to end.

    I want the system work like that :

    If the interaction is in 'alert', the system should wait until the alert expires before considering the threshold as reached and continuing the flow.

    Otherwise, the flow should continue normally (like now).

    @George Ganahl explained perfecly why : "the Transfer action has no functionality built in to detect whether the call is Alerting...it just performs the transfer per the flow logic." and his idea :

    "If you want to prevent that, you might be able to use a data action to query the conversation details and see if the conversation is currently in "segmentType": "alert". You can post in the Developer Community to ask about that possibility."

    I would like to implement this logic, could a or some benefactor/s help me with the creation of this data action and its implementation into an existing flow?

    Thanks for your help !

    Regards


    #Architect
    #DataActions
    #PlatformAPI

    ------------------------------
    Jeremie
    IT
    ------------------------------



  • 2.  RE: Data action to check if interaction has his last segmentType is in "alert" state, and depending on the result (yes or no), either continue the flow or wait for the alert to end

    Posted 06-24-2025 04:07
    Edited by Jeremie SIMON 06-24-2025 04:08
    Hello,
     
    I'm following up on this topic in the hope of finding a solution.
    Maybe a trigger + workflow could handle that ?
     
    Thank you in advance for any insights or support you may be able to provide.


    Regards,


    ------------------------------
    Jeremie SIMON
    IT
    ------------------------------

    Original Message


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