Callback if customer disconects before agent answers

[Jure_Idzig]

Hi,

our client is used to working in specific way from previous call center... that all call interactions if not picked up by the agent are displayed to agent as a "missed call". That way they would call back that "missed call" and get a resolution of this interaction.

In Genesys, as far as I know, there is no such functionality as "missed call" if working with queues. The closest thing is a callback, but it does not cover the scenario when a customer waits inside a queue and ends a call without a notice (because tired of waiting).

1. Can we execute an action or set a callback at the moment the customer hangs up (disconects/ends) the call?
2. How could we achive "missed call" functionality without prompting user for callback confirmation or setting a wait time on in-queue flow, but instead trigering it automaticaly if interaction is not yet picked up by agent and diconected by customer?

Regards,
Jure

[Ebenezer_Osei]

Hello,

I think event triggers will be beneficial to your use case. You can subscribe to v2.detail.events.conversation.{id}.customer.end and kick off a workflow when the customer hangs up or gets disconnected.

Best

[Jure_Idzig]

Hi Ebenezer,

thank you for pointing event triggers out to us. It is indeed a promising solution.

I have one more question regarding triggers. Does event triggers invoked from Genesys attach any additional charges for organization? since event trigger API is connected to workflow and it to predictive engagement functionality I found that Predictive Engagement event pricing may occur.
Does our scenario fall into predictive engagement event category and will be charged for every time customer ends a call and we detect it?

Regards,
Jure