Richard_Dib | 2019-07-23 05:33:20 UTC | #1
Hello
Would anyone know if its possible to send an email to a user if there is a call that has been abandoned in the queue?
I can see in the notification v2.routing.queues.{id}.conversations.calls we can see abandoned calls, but unsure how to filter it out for specific metrics and send an email if possible at all.
tim.smith | 2019-07-23 13:52:25 UTC | #2
PureCloud does not send arbitrary emails; you would need to integrate with a 3rd party email service to do that.
For abandoned calls, if you're wanting to monitor in real time, use that conversation topic and watch for a conversation where the acd and customer participant disconnect and the conversation ends without reaching an agent. You can do that with an analytics query as a batch process also.
system | 2019-08-22 13:52:27 UTC | #3
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