stefano.pucci | 2017-01-09 12:32:38 UTC | #1
Hi all,
I'd like to cover a use case like this :
1.Customer abandoned a call while is waiting in queue;Architect automatically detect abandon state and set a callback
From Architect I'd like to create, if a customer abandoned a call while is in queue, a callback action.
Is it possible to retrieve this information from Architect?
Could you please show me the right way to catch these information from the Architect?
Thanks Stefano
RogierBosch | 2017-01-09 14:03:20 UTC | #2
Hi Stefano,
I am not an expert user..But based on my current experience I don't think this is possible within Architect. Status of a call isn't a variable: Build in variable
Idea is not bad and made me think about it for our company. If we would implement such a thing then I would use API Alert / notification to build it.
API Alert
anon28066628 | 2017-01-09 14:23:57 UTC | #3
Hi Stefano, Architect doesn't have this feature, and I'm not sure it can today - after a call is abandoned, it's not active in any call flow. The conversation record is complete.
You can, however, periodically run analytics queries to discover recently abandoned calls and use the platform API to create a callback interaction.
stefano.pucci | 2017-01-09 15:00:18 UTC | #4
Hi Smith and Rogier, first of all thank you. which API Do I need to use to discover all inbound calls in queue that are abandoned?
Thanks Stefano
tim.smith | 2017-01-09 16:13:45 UTC | #5
stefano.pucci, post:4, topic:772
which API Do I need to use to discover all inbound calls in queue that are abandoned?
https://developer.mypurecloud.com/forum/t/how-to-get-conversation-details-for-abandoned-calls/279
Also check out this project: https://github.com/MyPureCloud/open-data-exporter/blob/master/src/config/examples/abandon_report.json
stefano.pucci | 2017-01-12 11:25:52 UTC | #6
Thanks Tim, I'll take a look
system | 2017-08-28 19:29:46 UTC | #7
This post was migrated from the old Developer Forum.
ref: 772