Agent Script execute data action on call disconnect

[yuezhong]

Hi there

can someone let me know if we can execute a data action in agent script when agent disconnect(hangup) the call ?

regards
Yuezhong

[anon11147534]

Hi,

You can use notifications to subscribe to a user's conversation events to be notified any time the conversation changes. You can then analyze the incoming notifications to determine when the call was disconnected and use the disconnectType to determine if the agent terminated the call. The data action can be invoked then if the conditions are met.

[yuezhong]

we have to build some sort custom application, it has to be hosted somewhere, approved by architect & security team, too much complexity

[Richard.Schott]

Depending on the use case you're looking to address, this might be of interest to you: https://genesys.aha.io/ideas/ideas/CLPLA-I-756. I say the use case is dependent, because the work covered under that idea does not include interrupting the disconnect event (which would be required for anything intended to happen in between the agent hanging up on the call and the call actually being disconnected), but rather focuses on executing a workflow (which could contain data actions) AFTER the disconnect has been processed.

The general behavior would be very similar to what Ronan describes, but the subscription to the event topic, filtering, and execution of the workflow would all exist inside of Genesys Cloud. This work is currently underway, with a beta targeted for the early part of Q2 2021.