Based on researching in-queue flows and general architect, I don't see any way to automatically create callbacks when a customer hangs up while waiting in the queue. Reaching out to the dev community to suggest the easiest way to do this using just the Platform API. While I know how to create callbacks through the API, looking for the best/easiest way to receive notifications when calls disconnect and determine if they were abandoned.
You could do this by watching for notifications and identifying when a call is abandoned or as a post-process run on an interval that uses an analytics query to determine abandoned calls (acd participant with disconnect type of peer). I'd say the approach would be determined more by business rules than technology; either way should work.
There are a couple open source projects that could be adapted to do this:
- For batch post-processing: https://github.com/MyPureCloud/open-data-exporter
- For real-time handling: https://github.com/MyPureCloud/notification-relay
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.