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Trigger for abandoned calls

  • 1.  Trigger for abandoned calls

    Posted 06-05-2025 19:05

    Irina | 2023-10-23 16:44:59 UTC | #1

    Is it possible to create a trigger that invocates workflow only if the conversation was disconnected by customer in the inbound flow or in queue (before answering by agent)?

    I tried to use the v2.detail.events.conversation.{id}.customer.end topic with the following conditions: disconnectType==ENDPOINT direction==INBOUND,

    but this trigger fires even if the call was answered by agent and only then disconnected by customer.

    Thanks, Irina

    zubair | 2023-10-24 02:25:17 UTC | #2

    how about using *v2.detail.events.conversation.{id}.acd.end* with match criteria of direction INBOUND and acdOutcome ABANDON (reference below from the Event Schema)

     "acdOutcome": {
    "enum": [
      "UNKNOWN",
      "ABANDON",
      "ANSWERED",
      "FLOW_OUT"
    ]
  }

    Irina | 2023-10-24 06:18:24 UTC | #3

    Hi Zubair, thank you for your answer, I've checked the option to use two separate triggers - one for queue abandons with the topic that you suggested, and another for inbound flow abandons, but the triggers don't support the v2.detail.events.conversation.{id}.flow.end topic. So, in this case, I can't figure out how to catch customer disconnects in inbound flows.

    zubair | 2023-10-24 07:21:43 UTC | #4

    Hi Irina,

    Other option I can think of is to get the conversationId from the trigger v2.detail.events.conversation.{id}.customer.end then in your workflow use a data action to query /api/v2/analytics/conversations/{conversationId}/details and check if following metrics exist.

    • tAbandon (for the Queue participant i.e. purpose == acd)
    • tFlowDisconnect (for the Flow participant i.e. purpose == ivr)

    The path for above would be something like x.participants[x].sessions[x].metrics[x].name in the query response.

    You can then build the logic in your workflow whether to proceed further or do nothing.

    Irina | 2023-10-24 08:19:08 UTC | #5

    Thank you for your help, Zubair.

    I think you are right, and I have to add the abandoned and disconnect conditions to the trigger workflow.

    And we definitely need more triggers available through UI: All Triggers Available Through UI | Genesys Cloud Ideas Portal (aha.io)

    system | 2023-11-23 08:19:56 UTC | #6

    This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 22697



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