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

    Posted 09-16-2024 02:20
    No replies, thread closed.

    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 09-16-2024 14:32
    No replies, thread closed.

    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.

    Posted 09-17-2024 05:43
    No replies, thread closed.

    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 09-17-2024 05:50
    No replies, thread closed.

    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.
    Best Answer

    Posted 09-24-2024 10:21
    No replies, thread closed.

    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


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