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  • 1.  Is it possible to display participant data set in a trigger / workflow in an agent script?

    Posted 7 hours ago

    Hello there,

    Hoping someone here can help and that I may be over complicating things. I am searching the community and testing a variety of approaches on this.

    Here is our use case:

    • Call comes in and caller speaks with a standard virtual agent (non agentic \ AVA)
    • Call ultimately reaches an ACD queue after the virtual agent does not successfully resolve the caller issue
    • I've set a trigger to key on when a virtual agent summary is created for this specific bot flow
    • the triggers workflow then gets the virtual agent conversation summary and finally sets it an attribute / participant data to the call that writes that summary as a variable named virtual_agent_summary

    Is there a way I can then display this variable in an agent script so that when a live agent answers they can see the summary written?

    Don't believe we can use a set screen pop in architect since this participant data is being set by a trigger/external workflow and not the actual architect flow that routes to the ACD queue.

    I've gotten everything working up to the point of displaying this participant data variable within the script.

    Hope this makes sense and someone out there has done something similar. Fingers crossed! 

    Thanks in advance!


    #Architect
    #Scripts
    #Triggers

    ------------------------------
    Shane Jenkins
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  • 2.  RE: Is it possible to display participant data set in a trigger / workflow in an agent script?

    Posted 6 hours ago

    I think I have solved my own question 😀 I had to make sure my variable name exactly matched in both the agent script and participant attributes data. Once they both matched this is working. I did not have to use a Set Screen Pop step from the calling flow. 

    The only other challenge I have is sometimes the attribute isn't actually set if the call is delivered to the queue and answered immediately. I'm using a custom action now from within the agent script and refreshing the input variables after say 5 or 6 seconds. That seems to be working.

     I'll keep looking to see if there is a more graceful or elegant way to refresh the input variables outside of waiting xx milliseconds. If anyone has a suggestion on this front, please let me know. Ideally the input variable would show immediately upon becoming available vs. me having to hardcode a refresh. I guess I could also add a button the agent could click, but I'd like for it to dynamically refresh so waiting and then refreshing may be my only choice here.

    Thanks all!



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    Shane Jenkins
    IT Sys Admin Mgr
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    Original Message


  • 3.  RE: Is it possible to display participant data set in a trigger / workflow in an agent script?

    Posted 5 hours ago
    If the value is being written as Participant Data (for example virtual_agent_summary), you typically do not need a Data Action to retrieve it.
     
    In an Agent Script you can expose Participant Data by defining it as an Input Variable in the script properties. If the attribute exists on the conversation when the agent answers, it will be available to the script automatically.
     
    For example:
     
    Go to Script Properties
    Add an Input Variable named virtual_agent_summary
    Bind that variable to a text component in the script
     
    As long as the trigger/workflow sets the Participant Data before the agent answers the interaction, the value should appear in the script.
     
    If for some reason the attribute is not available at that time, another option would be calling a Data Action from the script to retrieve the conversation details (GET /api/v2/conversations/calls/{conversationId}) and read the attribute from participants[].attributes.virtual_agent_summary, but usually the Input Variable approach is the simplest.


    ------------------------------
    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
    ------------------------------

    Original Message


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