Fastest API for User.Start Event - User Status

[PKS]

Hello,

I am looking to do a screen pop when an agent answers a call in Genesys Cloud. The agents are using the embeddable framework so I cannot leverage the Scripter Events.

I am listening to the Process Automation User.Start event , executing a workflow, and then querying to see whether or not that agent is actually connected. I am using the users/routing status endpoint to do this. What I wanted to ask is:

1. Is this method faster than using the conversations query, to check the participant's call state?
2. Is there a faster method to check to see whether or not the agent has actually picked up? Is the user/observations analytics query fastest?

In my workflow, I'm going to delay for 2 seconds.. then query a GC API to identify whehter or not the Agent has picked up.. If they haven't picked up, I'm going to delay until my "wait time" is 1 second longer than the Alerting Timeout. THen, I'll query again and hopefully see an "interacting" status or "not responding" status. And by that point, a new workflow will have fired for an agent that's being alerted..

Any thoughts on this by solving this without EventBridge?

[Jerome.Saint-Marc]

Hello,

I am not sure I understand.

Are you just trying to do a screen pop when the call is answered, on the same computer where embeddable framework is running/is used by the agent getting the call?

Regards,

[PKS]

yes, Jerome that is correct.

I'm trying to hit a POST action, which then in turn will trigger something on the Agent's Desktop.

[Jerome.Saint-Marc]

Then, you don't need all of this.

You can leverage subscribe action in the embeddable framework. This provides a way to subscribe to Interaction events. You can specify categories to receive a subset of events.
Possible values: add, change, connect, disconnect, acw, deallocate, callbackPlaced, blindTransfer, counsultTransfer, or completeConsultTransfer.
I think that answered should correspond to connect category.

You can then tie this subscription to a callback function.
In this function, you can perform additional check/verification/filtering based on the propagated Condensed conversation info.
Whatever you need to do could then be done at the Agent's level (Embeddable Framework and custo).
You can also have some data propagated via participant data/attribute (e.g. set in an Architect flow - and read at Embeddable Framework custo level).

There is an explanation on Embeddable Framework actions and window.PureCloud and an example with an empty callback function for subscribe on Interaction.

Regards,