Different screen behaviors on the same SDK request in ACW

[Alexandre_Souza]

Context:

We’re creating an stand-alone client application which interacts embedded with Genesys Cloud, according to the flow in this application, the application will typify the interaction automatically.

Execution:

Case
Start the interaction, the agent selects the queue and type in the phone number, when it reaches the caller, if accepted, the agent starts the interaction with the caller, when the interaction is done, the agent hang up the call and starts working on ACW Time, the agent review the changes he made and then typify through SDK PatchConversationsCallParticipant.
ACW Type = Mandatory and Time-boxed

Code:
As mentioned above we’re using SDK PatchConversationsCallParticipant to typify Genesys to typify automatically :

When the agent is done with the call and hang up, the agent click on a button that executes typifyGenesys() sending the request via SDK.

The objective of this function is to typify automatically Genesys and end the interation. (To terminated the After Call Work)

Problem:

Sometimes it works, sometimes it does not.
Using the SDK or the API Server Side we’ve got the same behavior as mentioned above.

Test case:
We’ve tryed to send the request via API server side, but we had the same problem as using the SDK.

function typifyGenesys() { 

    let updatedData = get(Data); 
    console.log("Log de updatedData em typifyGenesys", updatedData); 
    const conversationId = updatedData.callEVent.conversationId; 
    const participantId = updatedData.callEVent.participantId; 

    let body = { 
        "wrapup": { 
            "code": "420aaacf-6727-4442-be5a-976779e936db" 
         } 
     } 

    const apiInstance = new platformClient.ConversationsApi(); 

    apiInstance 
    .patchConversationParticipant(conversationId, participantId, body) 
    .then((response) => { 
        console.log('patchConversationParticipant returned successfully.'); 
        console.log("Valores de response em typifyGenesys: ", response);
        console.log("Valor de participantId: ", participantId); 
        console.log("Valor de conversationId: ", conversationId); 
        console.log("Valor de body: ", body); 
    }) 
    .catch((err) => { 
        console.log('There was a failure calling patchConversationParticipant'); 
        console.error(err); 
    }); 

} 

I attached the Patch Return.png showing the return of the object retorno, which is empty in both cases of success and error.

UPDATED

The SDK was replaced with a direct API call, and we were successful in getting consistent behavior on the Genesys Cloud page.

Topic can be closed