Custom data action - get last agent/transcript for chat interaction

[EilidhB]

Hi there,

I have found this Genesys Custom Data action, from the Appfoundry in blueprints/templates.
It was called 'Get Last Agent Who Handled a Voice Interaction by Phone Number'.
Is there any way I can develop this action to find the last agent who dealt with a chat interaction, rather than Voice? Obviously, the phone number would need to be replaced with email or 'remote'/customer name OR perhaps something we collected from a previous 'bot flow'.

Quite a few customers disconnect from chat to then start a chat later & normally has to go through security questions as well as 'finding out the query' all over again, especially if they get a different agent to before. Ideally, I'd like to use this within the architect flow to then re-connect the customer with the same agent as before OR perhaps find & then show the previous chat transcript to the new agent maybe in a screenpop? (we don't currently use the contact directory/external contact feature so nothing links up at the moment).

It uses /api/v2/analytics/conversations/details/query so I removed the ANI/DNIS filters but kept the interval and changed the 'input phone number' to 'remote' but it didn't work. I tried a few other alternatives but can't seem to get it to work.
Is is just not possible? Or am I doing something wrong? Or really is this lots of effort when we could just use the Contact directory?

Here is the link to where I found these custom actions: https://appfoundry.mypurecloud.com/filter/genesyscloud/listing/13074443-4ffc-46b6-82c7-c3f4af51861f
I can provide my updated formula but you may need to tell me how to do so

Cheers,
Eilidh

[Jason_Mathison]

Hi Eilidh,

I would recommend working with the Analytics Query builder to figure out a query that works for you.
https://developer.genesys.cloud/developer-tools/#/analytics-query-builder

Once you have that it should be fairly easy to update the Data Action blueprints. I moved this question to the analytics and reporting room, as they are going to be the most knowledgeable about working through your query issues. Feel free to open a new ticket in the Data Actions room if you end up having problems modifying the example data actions with your new query.

--Jason

[EilidhB]

Hi there,

thank you that worked. In the Test section on Actions it now works, however, when I use it in the Architect flow, it always goes down the 'Failure' path. Not sure why?

My call data action uses inputs to return the userId from any conversation it finds during a set interval:
interval = interval
first name, last name = remote
& queueId = queueId

How do I find out exactly what is causing it to fail?

[EilidhB]

Ignore this! I found where to see the errors and saw that I hadn't set the variables correctly. All done now and working

[Jason_Mathison]

Congratulations on sorting this out!