Genesys Cloud - Main

Hi all,

we now have a challenge to save data collected from caller into external storage using API. There are many points in flow where data is collected and the best would be to save the final data after flow execution ends all at once than execute API requests after every question in flow. I'm looking for something similar we had in Genesys PEC Designer - 'Finalize' phase which was always executed after flow ends.

I know we can use triggers, but honestly I have no idea what trigger can be used here - if I look at customer.end event - there is no filter that fits - DNIS list is constantly expands and explain customer how to updated trigger every time they add new numbers to flow is challenging; divisionId might be good filter, but event doesn't return that parameter...

we were also looking at wrapup event, but it triggers as soon as flow sets new wrapup even if conversation continues.

Does anyone have similar issues/solutions to this?

Thanks

#ArchitectandDesign

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Vitalii Hetman
Genesys Professional Services Engineer
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Hi Vitalii

The division option is available in customerEnd.

You can also add more filters to prevent all calls from triggering the response.

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Kaio Oliveira
Interaxa
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Hi Vitalli,

Here is an option you can explore: In the flow where you are collecting the data from the customer (various points), set a Participant Data to tag the start of the collection, eg "DATA_COLLECTION",  before the very first data collection in the IVR (for the value use "START" or "YES"). Then create the trigger on topic  v2.detail.events.conversation.{id} attributes. In the trigger's filter, use the criteria to match this attribute ("DATA_COLLECTION"), and you can also add media as an additional filter. 

In a workflow, use a new Data Action to check if the conversation is ended in a wait loop (wait 2 minutes or so), and when the Data Action returns, the conversation is ended, retrieve the collected data from Participant Data (I assume, the data collected will be stored in the Participant Data). After this, in the same workflow, you can call the Data Action for the external storage API to perform the update. 

Also, you can delay the trigger start by up to 900 seconds. 

Please let me know if this works for you. 

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Tatjana Knezevic

www.startelecom.cloud

https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
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