Hi Nuphar,
You could write the {{Scripter.Agent Call Start Time}} variable back to a Contact List column. This is the date/time the agent received the Interaction. There aren't any date/time functions that can be used within Scripting. You could have a custom action on the script that runs when the script load to write this value to the Contact List.
Another option could be to remove the permission for the agent to skip the call. I have been playing with setting a Wrap-up code when an agent skips the call. To give me the reason the call was skipped.
I use this API Endpoint: /api/v2/conversations/callbacks/${input.conversationId}/participants/${input.participantId}
With this input:
{
"wrapup": {
"code": "wrap-up-UID",
"notes": "some notes from the agent"
},
"state": "DISCONNECTED"
}
In my script I can call this action to Skip the preview, set a wrap-up on it and leave some notes.
I hope that gives you some ideas.
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Craig Stevenson
Genesys - Employees
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