Delay in receiving ticket closed event

Data Actions
1

Hi Team,

We are making use of open messaging APIs of Genesys for Live agent transfer. To receive the events when the agent closes the ticket in Genesys. We have created a web service data action and workflow. Detailed steps mentioned here - Genesys Pure Cloud ticket close event - Google Docs

Sharing an example below -

https://app.yellow.ai/public/messages/aadad01c99eaebbeb9b4df88d37e34d67e17abf7680a4f364582c0eb3d6f2d907b7654926987fceaac6c2148df1a77280253a63aa553729e17e499b35f668397b6596c0eeae387f7dabe72a1c4fd7d939fb3d9b08f581e44e591d8

Agent has closed the ticket at - 10:14:20

Ticket was received at our end at - 10:14:53.

In between this time if the user messages, this message is lost. you can see the user message ( Okay Perfect ) at - 10:14:35

This is happening frequently.

Could you help us urgently here.

2

For urgent help you should open a support ticket.

3

Hey Jason, can you share any insight here, what might be causing this ?

4

Do you have a support ticket open?

I don't really understand the problem. What isn't happening at the expected time, or isn't happening at all?

--Jason

5

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