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  • 1.  How to capture Abandon Calls when call is in queue

    Posted 01-21-2024 02:42
    No replies, thread closed.

    Hi Team

    We have customer requirement to implement callback if customer abandoned the calls in queue. At present when customer is in queue (In call Queue Flow) we have given him option to set callback which is working fine. But when we customer drops the call-in queue, we don't get any event and that's why we are not able to create callback. Customer wants to create callback and then send SMS which is happening now for callback option which we offer on In Queue Call Flow.

    This is very easily possible to do in Genesys on Premise. SO please suggest easy way to do this and if any example is there it would be helpful.

    Thanks

    Shailesh Kadam


    #Routing(ACD/IVR)

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    Shailesh Kadam
    CS Infocomm Pvt. Ltd
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  • 2.  RE: How to capture Abandon Calls when call is in queue

    Posted 01-21-2024 16:09
    No replies, thread closed.

    Someone will be able to give you more detail but the theory here is you could create a customer.end trigger then in your workflow check to see if it was abandoned in queue and take action accordingly.



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    Vaun McCarthyVaun McCarthy
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  • 3.  RE: How to capture Abandon Calls when call is in queue
    Best Answer

    Posted 01-21-2024 16:47
    No replies, thread closed.

    As Vaun suggested, this can be done with the event triggers.

    Here are some links to get you started:

    https://developer.genesys.cloud/platform/process-automation/

    https://help.mypurecloud.com/articles/create-a-trigger/

    https://developer.genesys.cloud/notificationsalerts/notifications/available-topics#v2-detail-events-conversation--id--customer-end

    https://developer.genesys.cloud/notificationsalerts/notifications/available-topics#v2-detail-events-conversation--id--acd-end

    The customer.end event Vaun mentioned will trigger whenever the customer disconnects, you could set the filter for for direction and the Disconnect Type

    But if they hang up while speaking to an agent it will also trigger, so then you would need to handle that separately in the workflow logic. You will like need some additional data actions to get further information to make a decision.

    Alternatively, use event acd.end and filter by acdOutcome == "ABANDON", you can still filter by other items, media direction etc to get exactly what you are after.

    You should be able to get the Queue and most of the details you need straight from the results.  

    Workflows doesn't have a create callback action so you will need to do that through a DataAction. (https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-callbacks or as part of the existing conversation https://developer.genesys.cloud/devapps/api-explorer#post-api-v2-conversations-calls--conversationId-)

    Hopefully that gets you started



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    Anton Vroon
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  • 4.  RE: How to capture Abandon Calls when call is in queue

    Posted 01-21-2024 16:50
    No replies, thread closed.

    Thanks Anton :)



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    Vaun McCarthy
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    Original Message


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