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Flag interactions (Assign Evaluation via API)

  • 1.  Flag interactions (Assign Evaluation via API)

    Posted 06-05-2025 18:12

    anon86010969 | 2017-10-27 16:16:06 UTC | #1

    Hi all,

    is there a way to assign an Evaluation form to an Interaction/Conversation via API?

    Use case is: Interactions need to be 'tagged' e.g. in cases where the caller used offensive language. Wrap-Up codes cannot be used for this since the call outcome needs to be categorized regardless. (e.g. you can have an "up-sell" but the call still needs to be flagged for some reason).

    In order to achieve this I believe it would be best to have a button in the agent script that triggers this 'flag' in some way. Since Recently we have Data Actions that can use PureCloud's own API so I was wondering if there is a way to use this. The ideal scenario I think is to assign an evaluation to the conversation since we can report on this as well as it triggering an action. But I'm happy for any suggestions.

    Cheers, Toby

    Thomas_Larsen | 2017-10-30 16:16:17 UTC | #2

    You should be able to use this: https://developer.mypurecloud.com/api/rest/v2/quality/index.html#postQualityConversationsConversationIdEvaluations

    I'm not sure if you can do it using Data Actions as I haven't had the time to explore it yet. But it shouldn't be a problem using your own webservice atleast.

    All you need to do is pass the conversationid to your webservice, you can get this in the scipter using "Scripter.Interaction Id" as far as I remember.

    So just a button that calls ex. https://webservice.url/flaginteraction?id={{scripter.interaction id}}

    anon86010969 | 2017-10-31 11:51:23 UTC | #3

    Thanks, Thomas.

    I'll give that a shot! :)

    Szlaski_Daniel | 2017-10-31 15:41:54 UTC | #4

    Hi,

    I've noticed that not only InteractionID is required in API request Body for POST JSON is also required. I’ve found minimal JSON that works:

    
  "evaluationForm":"", -- (EvaluationForm): Evaluation form used for evaluation (created as the Template that will be assign)
  "agent": "", -- Agent ID (can be taken from Script)
  "evaluator": "" – required – Evaluator, which means that only 1 User is notified about that and assigned 
```

ithout evaluator, I've got following error:

    { "status": 400, "code": "qm.evaluation.create.error.no.evaluator", "message": "Evaluator user is required to create an evaluation" } ``` Is it possible to somehow skip Evaluator, or assign more than 1?

    Thanks, Daniel

    Thomas_Larsen | 2017-10-31 15:57:34 UTC | #5

    You always need an evaluator on these, and you can only have one.

    Maybe it works for you if you just always take the manager as the evaluator?

    https://developer.mypurecloud.com/api/rest/v2/users/index.html#getUsersUserIdSuperiors

    Just use the userid and get the id of the manager using this.

    Szlaski_Daniel | 2017-10-31 16:24:04 UTC | #6

    Yes, that could work! How can we assign the manager / superior?

    Daniel

    Thomas_Larsen | 2017-11-01 17:47:01 UTC | #7

    It is assigned by using the relationship on the profile of the agents.

    <img src="//inin-prod-use1-developerforum.s3.amazonaws.com/original/1X/e54aef5aba6eb83cea6d7136bb7dd4da2675aeff.png" width="302" height="372">

    system | 2017-12-02 17:47:28 UTC | #8

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 2024



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