Genesys Cloud - Main

Hi,

I have a setup a trigger in Genesys with this topic : "v2.users.{id}.activity"

And the condition : eventBody.presence.presenceDefinition.systemPresence == "On Queue" 

This trigger will execute a WorkFlow when an agent change his status to "OnQueue", my problem is that the trigger didn't fire, I tried many types of conditions but it didn't work.

Any idea ? thanks

Hi,

I have a setup a trigger in Genesys with this topic : "v2.users.{id}.activity"

And the condition : eventBody.presence.presenceDefinition.systemPresence == "On Queue" 

This trigger will execute a WorkFlow when an agent change his status to "OnQueue", my problem is that the trigger didn't fire, I tried many types of conditions but it didn't work.

Any idea ? thanks

Hello,

As Anton already replied, the value will be ON_QUEUE.

You also need to change your condition path. This would be:

presence.presenceDefinition.systemPresence == ON_QUEUE

(no eventBody in the path - and the quotes are not necessary for ON_QUEUE as it's single word)

Running a quick test in my environment for this trigger, I noticed that I get 2 events (2 different routing status - when the user changes its state - OFF_QUEUE and then IDLE).

If you want to trigger your workflow only once, you may want to do another condition like this:

presence.routingStatus.status != OFF_QUEUE

(Not Equal to OFF_QUEUE to ignore that event and only trigger on the IDLE one)

Regards,

Hi,

I have a setup a trigger in Genesys with this topic : "v2.users.{id}.activity"

And the condition : eventBody.presence.presenceDefinition.systemPresence == "On Queue" 

This trigger will execute a WorkFlow when an agent change his status to "OnQueue", my problem is that the trigger didn't fire, I tried many types of conditions but it didn't work.

Any idea ? thanks

Hello, it works thank you.

Another question, which variable I have put in architect (Workflow) triggered to retrieve the userId concerned by the trigger, I have put "userId" but it didn't work.

Any idea ?

Thank you.

Hello,

As Anton already replied, the value will be ON_QUEUE.

You also need to change your condition path. This would be:

presence.presenceDefinition.systemPresence == ON_QUEUE

(no eventBody in the path - and the quotes are not necessary for ON_QUEUE as it's single word)

Running a quick test in my environment for this trigger, I noticed that I get 2 events (2 different routing status - when the user changes its state - OFF_QUEUE and then IDLE).

If you want to trigger your workflow only once, you may want to do another condition like this:

presence.routingStatus.status != OFF_QUEUE

(Not Equal to OFF_QUEUE to ignore that event and only trigger on the IDLE one)

Regards,

Hi,

I have a setup a trigger in Genesys with this topic : "v2.users.{id}.activity"

And the condition : eventBody.presence.presenceDefinition.systemPresence == "On Queue" 

This trigger will execute a WorkFlow when an agent change his status to "OnQueue", my problem is that the trigger didn't fire, I tried many types of conditions but it didn't work.

Any idea ? thanks

Hello,

There is no "userId" property in the user activity topic schema.

The property is named "id".

If you have selected "TopLevelPrimitives" in your trigger, you just need to create a Flow variable (in your workflow), named "id" and with Input to flow enabled.

Regards,

Hello, it works thank you.

Another question, which variable I have put in architect (Workflow) triggered to retrieve the userId concerned by the trigger, I have put "userId" but it didn't work.

Any idea ?

Thank you.

Hello,

As Anton already replied, the value will be ON_QUEUE.

You also need to change your condition path. This would be:

presence.presenceDefinition.systemPresence == ON_QUEUE

(no eventBody in the path - and the quotes are not necessary for ON_QUEUE as it's single word)

Running a quick test in my environment for this trigger, I noticed that I get 2 events (2 different routing status - when the user changes its state - OFF_QUEUE and then IDLE).

If you want to trigger your workflow only once, you may want to do another condition like this:

presence.routingStatus.status != OFF_QUEUE

(Not Equal to OFF_QUEUE to ignore that event and only trigger on the IDLE one)

Regards,

Hi,

I have a setup a trigger in Genesys with this topic : "v2.users.{id}.activity"

And the condition : eventBody.presence.presenceDefinition.systemPresence == "On Queue" 

This trigger will execute a WorkFlow when an agent change his status to "OnQueue", my problem is that the trigger didn't fire, I tried many types of conditions but it didn't work.

Any idea ? thanks