Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  v2.detail.events.conversation.{id}.acw not triggered for campaign calls.

    Posted 17 days ago

    Hello Genesys Community,

    Does anyone have experience using the trigger v2.detail.events.conversation.{id}.acw in combination with an outbound campaign? It seems to be only triggered when using a preview calls.

    This trigger is working for:

    • Inbound calls to an queue.
    • Outbound calls in name of a queue.
    • Preview calls from a campaign.
    • Calls based on a callback in a queue.

    Doesn't work for:

    • Outbound calls using power/predictive/progressive mode.

    The documentation doesn't mention any exceptions in regards to outbound campaigns.

    Kind regards,

    Dieter Wijnen


    #Outbound

    ------------------------------
    Dieter Wijnen
    Frontline Solutions B.V.
    ------------------------------


  • 2.  RE: v2.detail.events.conversation.{id}.acw not triggered for campaign calls.

    Posted 17 days ago

    That event/topic only fires for Agent-assign wrap-up codes, not system ones like in the Flows or Outbound dialing.  That would match what you are seeing.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: v2.detail.events.conversation.{id}.acw not triggered for campaign calls.

    GENESYS
    Posted 16 days ago

    Hi Dieter,

    As per Roberts reply, that is for agent assigned wrap not system assigned wrapups.
    For system assigned you would need to use: v2.detail.events.conversation.{id}.wrapup - Topic for analytics detail event type: WrapupEvent containing system wrapups




    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: v2.detail.events.conversation.{id}.acw not triggered for campaign calls.

    Posted 16 days ago

    Apologies, as from my explanation it wasn't clear that I'm talking about outbound calls placed by dialer that are assigned to an agent. The agent selects a wrapup code, but for calls assigned to agents that were placed by dialer using power mode, Genesys Cloud CX doesn't trigger v2.detail.events.conversation.{id}.acw when the agent selects a wrapup code.

    v2.detail.events.conversation.{id}.wrapup I'm using for wrapup codes assigned by the system and is working is expected.



    ------------------------------
    Dieter Wijnen
    Frontline Solutions B.V.
    ------------------------------

    Original Message


  • 5.  RE: v2.detail.events.conversation.{id}.acw not triggered for campaign calls.

    GENESYS
    Posted 9 days ago

    Hello Dieter, 

    This sounds like a glitch with the dialer power mode. My recommendation would be to open a case with Care Dialer team at this point, especially if the v2.detail.events.conversation.{id}.acw is being fired off. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources