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Process automation, first test

  • 1.  Process automation, first test

    Posted 06-05-2025 18:23

    Hampus_Nygren | 2022-09-28 10:08:05 UTC | #1

    Hi,

    I have started to look at process automation and created my first trigger, but it doesnt seem to trigger. Is there anything else I need to do to get this up and running?

    { "entities": [ { "id": "5895d877-3ef4-49af-9423-3f6589aab7e5", "name": "Voice WrapUp", "topicName": "v2.detail.events.conversation.{id}.wrapup", "target": { "type": "Workflow", "id": "5a6f119f-bd81-47f7-8046-7772b3af06a4" }, "version": 1, "enabled": true, "matchCriteria": [ { "jsonPath": "mediaType", "operator": "Equal", "value": "VOICE" }, { "jsonPath": "direction", "operator": "Equal", "value": "INBOUND" } ], "description": "This will trigger when a agent wraps up a voice interaction", "selfUri": "/api/v2/processautomation/triggers/5895d877-3ef4-49af-9423-3f6589aab7e5" } ] }

    Eos_Rios | 2022-09-28 12:34:18 UTC | #2

    If the match criteria is case sensitive you will never match VOICE and INBOUND because;

    "direction": "inbound", "mediaType": "voice",

    Hampus_Nygren | 2022-09-28 12:58:12 UTC | #3

    Hi,

    Thank you, I tried to update, but I dont see that the workflow is triggered. If it works my flow should show up on the interactions performance view, column flow, correct?

    Anything thing else I need to do, except from creating the workflow and the trigger?

    { "entities": [ { "id": "e9ec76af-2274-43da-90be-ceb1e62998c6", "name": "Voice WrapUp", "topicName": "v2.detail.events.conversation.{id}.wrapup", "target": { "type": "Workflow", "id": "5a6f119f-bd81-47f7-8046-7772b3af06a4" }, "version": 1, "enabled": true, "matchCriteria": [ { "jsonPath": "mediaType", "operator": "Equal", "value": "voice" }, { "jsonPath": "direction", "operator": "Equal", "value": "inbound" } ], "description": "This will trigger when a agent wraps up interaction", "selfUri": "/api/v2/processautomation/triggers/e9ec76af-2274-43da-90be-ceb1e62998c6" } ] }

    Jerome.Saint-Marc | 2022-09-29 14:36:09 UTC | #4

    Hello,

    If you are trying to trigger your workflow when a Contact Center Agent sets the wrapup code and completes after call work, the topicName you are using is not the right one. You should use 'v2.detail.events.conversation.{id}.acw' instead. See this recent answer on another post

    v2.detail.events.conversation.{id}.acw This topic pushes wrap up information set by an agent at the completion of after call work.

    v2.detail.events.conversation.{id}.wrapup This topic pushes wrap up information set by system IVRs or other API wrap up events not set by an agent.

    Regards,

    Hampus_Nygren | 2022-09-29 14:37:09 UTC | #5

    Hi,

    Thank you!

    Changing the topic solved the problem.

    This is the final trigger

    { "entities": [ { "id": "6e4b9e93-f4f5-4be0-8d81-014ce282e308", "name": "Voice WrapUp v3", "topicName": "v2.detail.events.conversation.{id}.acw", "target": { "type": "Workflow", "id": "5a6f119f-bd81-47f7-8046-7772b3af06a4" }, "version": 1, "enabled": true, "matchCriteria": [ { "jsonPath": "mediaType", "operator": "Equal", "value": "VOICE" }, { "jsonPath": "direction", "operator": "Equal", "value": "INBOUND" } ], "description": "This will trigger when a agent wraps up voice interaction", "selfUri": "/api/v2/processautomation/triggers/6e4b9e93-f4f5-4be0-8d81-014ce282e308" } ] }

    system | 2022-10-30 14:37:35 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 16484



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