Data Action after the Interaction has been completed

[jmkraap]

Hi,

There are use cases where it would be useful to be able to run a data action from PureCloud after the interaction has been completed. For example, we could send call details to external API using this feature and trigger a process in an external system.

In recent webinar it was stated that running a data action after the interaction is completed is not currently possible, but may come in a future update. If there are any details on when this feature will be available or a workaround for now, it would be great to hear about it!

Best Regards

[Jason_Mathison]

Hi jmkraap,

As far as I know there is no built in way to take an action in response to an interaction disconnecting. We are discussing this need internally, but even in the best case that leaves us a long ways away from releasing a solution for your need.

In the short term, I believe that you would need to create an application that detects that interactions have disconnected and takes action on it, such as calling a data action.

A real time approach would be to subscribe to a queue and process all of the events:
https://developer.mypurecloud.com/api/tutorials/queue-conversation-notification/index.html?language=javascript&step=1

You could also do a more batch approach via polling analytics. Here is a thread with a customer taking this approach:

Conversation endTime Issue

--Jason