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  • 1.  Disconnect interaction from agnet script

    Posted 10 hours ago

    Hi,

    In connection with a customer case, we want to optimize the time an agent spends on outbound lead generation.

    The customer wants to use preview dialing for outbound.

    When an agent makes an outbound call and the call ends in a voicemail or another non-human response, the agent must first click Disconnect, then select a Wrap-up code, and finally choose to end the preview session. This results in significant wasted time.

    We want to optimize this through the agent script so the agent only needs to click a single button that sets the wrap-up code, disconnects the call, and ends the preview session.

    I have tried various API calls from the agent script to disconnect the call and end the preview session, but none of them work, which is why I am reaching out to hear if anyone has a solution for this?

    Is it possible and which API should be invoked from an agent script to terminate the existing conversation so the next call can be presented to the agent.

    I hope the above makes sense, and I look forward to hearing from you.

    Kind regards
    Torben Eriksen


    #PlatformAPI
    #Scripts

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    Torben Hedemann B. Eriksen
    NA
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  • 2.  RE: Disconnect interaction from agnet script

    Posted 5 hours ago

    Hi,

    You can't do this via Data Action as controlling conversations requires user context.

    You would need to build a webapp that does this via API, which you could then embed as a Widget, or in an iFrame in the script.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
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    Original Message


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