Thank you for taking the time to share your insights and details on this matter; I truly appreciate your input.
I have reviewed the configuration and identified the root cause of the issue: I had incorrectly set the DataFormat as JSON when configuring the settings.
Thank you once again for your valuable assistance, which allowed me to pinpoint this error swiftly.
Original Message:
Sent: 11-07-2025 06:38
From: Luiz Rosa
Subject: Workflow Trigger for Agent-Initiated Outbound Calls (Queue-Based)
Hi Balaji Balakrishnan, I did exactly this test using the criteria from the image, and it worked for me.
Here are my steps:
1) I start the conversation and make the call using the queue I defined in the criterion under "Start a conversation."
2) I make the call to the customer.
3) Wait about 5 seconds; in the flow history, you'll see evidence that it triggered the workflow based on its name - in this case, USER START TEST LUIZ.
Here are my settings in detail:
1) Trigger is active
2) In this case, I set it up to capture only events from the "Teste - Luiz" queue, if it's a voice interaction and a manual dial.
Can you share your test settings?
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Luiz Rosa
Full stack developer
Original Message:
Sent: 11-07-2025 02:17
From: Balaji Balakrishnan
Subject: Workflow Trigger for Agent-Initiated Outbound Calls (Queue-Based)
Hi Luiz Rosa,
Thank you very much for your input and the suggestion to use the v2.detail.events.conversation.{id}.user.start event, along with defining target conditions based on media type and direction.
I have implemented and tested the proposed solution, but unfortunately, the workflow is still not being triggered.
To clarify my goal: I need to reliably trigger a workflow specifically when an agent makes an outbound call manually on behalf of a queue. This specific interaction type does not seem to be captured by the current event configuration.
Could you please advise if there is an alternative event or a more specialized condition that Genesys offers to specifically track Agent-initiated Outbound Calls on Behalf of a Queue?
Your continued assistance is greatly appreciated.
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Thanks,
Balaji B
Original Message:
Sent: 11-06-2025 22:02
From: Luiz Rosa
Subject: Workflow Trigger for Agent-Initiated Outbound Calls (Queue-Based)
Hi Balaji Balakrishnan, from what I understand, your goal is simply to trigger a workflow, correct?
In this case, you can use the v2.detail.events.conversation.{id}.user.start event and define the target conditions based on media type, direction, and other relevant attributes.
Exemple:
I hope this helps. If needed, please share more details so we can assist further.
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Luiz Rosa
Full stack developer
Original Message:
Sent: 11-06-2025 04:32
From: Balaji Balakrishnan
Subject: Workflow Trigger for Agent-Initiated Outbound Calls (Queue-Based)
Dear Genesys Developer Community Team,
I require assistance in reliably triggering a Genesys Cloud workflow when an agent places an outbound call on behalf of a queue. The event I am currently using is not firing.
Please find the scenario details and the issue outlined below:
Scenario: Agent initiates an outbound call to a customer, associated with a specific Queue.
Queue Configuration: The queue has the "Agent first callback" option enabled.
Attempted Trigger: v2.detail.events.conversation.{id}.outbound
Observed Issue: This event does not trigger when the agent successfully places the outbound call.
I am seeking guidance on the correct event or an alternative method to use for triggering a workflow in this specific scenario.
Your suggestions are highly valued. Thank you for your support.
#Architect
#DataActions
#Triggers
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Thanks,
Balaji B
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