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Script - How to Call Data Action upon agent wrapup call

  • 1.  Script - How to Call Data Action upon agent wrapup call

    Posted 06-05-2025 19:12

    fransiska.hendra | 2022-04-29 12:53:18 UTC | #1

    Hi,

    Just wondering if anyone can help, can we trigger a "Call Data Action" upon agent wrapup interaction (call), see below picture. Purpose of Call Data Action is to update CRM record with wrap up information.

    thank you Fransiska

    John_Carnell | 2022-04-29 13:23:04 UTC | #2

    Hi Fransiska,

    You might want to take a look at a new feature we are working on called process automation triggers. In Genesys Cloud we publish events for a wide variety of activities. A process automation trigger will let you "match" an event and initiate an Architect workflow. Essentially you can kick off workflows based on events happening in Genesys Cloud

    I just finished a rough draft of a new blueprint that demonstrates exactly what you are talking about. In my blueprint, an Agent tries to do a "callback" to a customer and if the customer is unavailable the Agent selects a Wrap-up code indicating that the customer is unavailable.

    The end of the conversation sends an event and we have a process automation trigger that gets triggered and processes a data action that does a callback to send an SMS message to the customer. This is a slightly different scenario from what you are talking about, but the bones of the blueprint would work for you.

    So a couple of things:

    1. The process automation trigger feature is still in beta. If you are interested in finding out more about the beta and the feature, you might want to DM @Richard.Schott . He is the product manager for this feature and can work with you about getting into the beta program.
    2. The blueprint I am referring to is in our Github repo, but it is marked in Draft so it has not been tech reviewed or content edited (it works on my machine :)). I bring this up because you can take a look at the CX as Code terraform code and see how we deployed things.

    I hope that answers your question.

    Thanks, John Carnell Manager, Developer Engagement

    Hampus_Nygren | 2022-05-12 07:46:13 UTC | #3

    Hi @John_Carnell

    Looking at the description of process automation triggers, this feature would really save my day :slight_smile:

    Is there any ETA for the release of this?

    John_Carnell | 2022-05-12 12:36:20 UTC | #4

    Hi Hampus,

    I don't have the specific dates yet. Your best bet for dates would be contacting @Richard.Schott the product manager for the feature.

    Thanks, John

    system | 2022-06-12 12:37:19 UTC | #5

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 14520



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