In Genesys Engage, we were able to listen to a Queue and get the EventDiverted (if I remember correctly) to know which agent the call was being sent to. Is there an equivalent in CX, preferably in Architect, where we can know the agent that is selected to be added/invited to a conversation, and then modify the Participant Data accordingly?
Hi @alex7
I haven't come across an Architect solution for this, but here are a couple options.
Generally a Conversation details query can be used to get the agent associated with a conversation.
If you're wanting something event/listener based, you could use Notifications. You could subscribe to v2.routing.queues.{id}.conversations.calls to get the call when it enters the queue, then v2.detail.events.conversation.{id}.user.start to get the agent when they join the interaction.
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.