I have a callback scenario, in which when the call is initiated between customer and agent, and the customer cannot answer at the time, a scheduled callback is generated, for this the agent selects the date and time in the script and the call is directed to a secure flow, in which the scheduling data action is executed and the call is terminated.
The problem in question is for calls that are not initiated, whether due to customer refusal, voice mail, etc.
In this case, the Agent, when clicking the schedule button, executes a custom action in which I first collected the {{Scripter.Customer Call Duration}} value, checking if it was equal to 0, if it was, it would direct to the execution of the data action without going through the safe stream, but it didn't work.
The secure flow must be executed only when the call between the client and the agent is established, otherwise the scheduling data action will be executed.
I don't think you can achieve this with a single button.
I have just run a quick test (of a callback) and the Script built-in variables for {{Scripter.Customer Call Duration}} and {{Scripter.Agent Call Duration}} relate to the Callback conversation itself.
They automatically start incrementing when the callback conversation is answered/accepted by the agent.
So this will not tell you if a customer was contacted or not.
Even if you do something more complex, I don't think it will be possible to have a single button.
What I mean, as an example, is that if you create a Genesys Cloud Data Action that retrieves the conversation details (Analytics API - Get Conversation details by id), does some parsing of the response to find the voice leg to the customer and its duration (JSONPath leveraged in the Data Action response configuration, and some manipulation of Dynamic variables in the script), and if you invoke this action from your Script with an Execute Data Action, the best it can tell you is the duration of the call with the customer. If the agent reaches a voicemail, there won't be any difference with the agent reaching the customer, or with the customer refusing to speak at this time - call duration > 0 in all cases.
