John_Ho | 2022-05-18 15:29:04 UTC | #1
Developing UI based on https://developer.genesys.cloud/commdigital/digital/webchat/guestchat
The subscribed event for an agent joining (ALERT) and leaving (Disconnect) would be something that happens if the agent decline or transferred to a queue or another agent, is there a more accurate event to the chat "ending" after the agent has finish processing it?
{ "id": "xxxxxxxxxxxxxxxxxxxxxxxxxxx":, "role": "AGENT", "joinDate": "2022-05-17T18:54:14.229Z", "leaveDate": "2022-05-17T18:55:28.479Z", "customFields": {}, "state": "DISCONNECTED" }
We have also notice the heartbeat would last as long as the webscoket timeout is and thus unable to use the heartbeat as a ending event.
{ "topicName": "channel.metadata", "eventBody": { "message": "WebSocket Heartbeat" } }
" We notice that you can probably use the conversation api, but the "conversationEnd" only occurs after wrap up code is set by the agent. " GET api/v2/analytics/conversations/xxxx/details"
{ "conversationEnd": "2022-05-17T21:05:23.214Z", "conversationId": "xxxxxxxxxxxxxxxxxxxxxxxxxxxxxx", "conversationStart": "2022-05-17T21:04:57.608Z",
Is there a accurate event to decide if a chat is finished?
anon11147534 | 2022-05-20 10:02:07 UTC | #2
Hi,
It appears that conversation ending events are only available in EventBridge under v2.detail.events.conversation.{id}.*. I'm not sure why they haven't been added to the normal WebSocket topics. You can add an idea on our ideas portal to make our product managers aware of the need for this feature in WebSockets.
system | 2022-06-20 10:02:08 UTC | #3
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