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  • 1.  How to handle not answered customer-first callback?

    Posted 01-19-2025 04:03
    No replies, thread closed.

    Hello,

    We need to implement some logic in case customers do not answer/miss the customer-first callback (e.g., send them an SMS, update CRM, etc.). 

    I tried using a trigger fired on wrap-up code (ININ-OUTBOUND-BUSY, ININ-OUTBOUND-NO-ANSWER,...), and sending an SMS from the corresponding workflow. However, as I can see, sometimes the trigger is fired twice with a small delay, so the SMS is sent twice. 

    Can someone recommend a better solution for handling missed customer-first callbacks?


    #ArchitectureandDesign

    ------------------------------
    Irina Milstein
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  • 2.  RE: How to handle not answered customer-first callback?

    Posted 01-20-2025 08:09
    No replies, thread closed.

    Hello Irina,

    Hopefully someone in the community can advise on how they have configured their solution.



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: How to handle not answered customer-first callback?
    Best Answer

    Posted 01-20-2025 15:47
    No replies, thread closed.

    So, that wrap-up trigger is for agent-provided wrap-up, not the campaign assigned.  Also, the Outbound triggers don't really apply to what you are trying to do.  I would use a trigger on v2.detail.events.conversation.{id}.outbound  with a filter for the queue or campaign as a participant and then look for call analysis on the wrap-up and then orchestrate from there.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 4.  RE: How to handle not answered customer-first callback?

    Posted 01-21-2025 12:37
    No replies, thread closed.
    Thanks for your help, Robert! 

    I've configured the v2.detail.events.conversation.{id}.outbound trigger with empty campaign filter, and then, checked wrap-up code for the conversation participant in the corresponding workflow. It works fine.

    Now for implementing my logic, I lack the queue name where the callback was scheduled.
    Can you please advise how to get this queue name?
    I think about the GET api/v2/analytics/conversations/{conversationId}/details API, but it doesn't look easy to filter the response correctly.


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    Irina Milstein
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    Original Message


  • 5.  RE: How to handle not answered customer-first callback?

    Posted 01-21-2025 23:43
    No replies, thread closed.

    After you get the conversation details, you will need to parse for the Participant with purpose=="acd".  The participant will be the queue



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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