After you get the conversation details, you will need to parse for the Participant with purpose=="acd". The participant will be the queue
Sr. Director - Innovation Architects
Original Message:
Sent: 01-21-2025 12:36
From: Irina Milstein
Subject: How to handle not answered customer-first callback?
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
Original Message:
Sent: 01-20-2025 15:47
From: Robert Wakefield-Carl
Subject: How to handle not answered customer-first callback?
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.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 01-19-2025 04:02
From: Irina Milstein
Subject: How to handle not answered customer-first callback?
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
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Irina Milstein
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