Process Automation: Evaluation Agent Sign-Off

Triggers
1

Hello,

We have a workflow setup with a trigger to send a notification when an evaluation has been signed-off by the Agent. The notifications are working as expected, and I'm successfully passing the "Flow.conversationId." Ideally, I would like to know if there is a way to see the full JSON event that is triggering the workflow to determine what other information I can include in the notification.

Using the "Flow.conversationId," I have already implemented a couple of custom data actions to include the Division, Agent Name, and Supervisor Name. However, I am also interested in including the Evaluation ID and finding a way to retrieve the evaluation comments.

Any help would be appreciated on the following:
Determine if it's possible to access the full JSON event triggering the workflow notification to:

  • a). Identify if there is a way to include the evaluation ID.
  • b). Explore options for retrieving the evaluation comments.

Trigger Example:
{
"name": "Sample_Create_Evaluation_Trigger",
"topicName": "v2.quality.evaluations",
"target": {
"type": "Workflow",
"id": "workflow ID here"
},
"enabled": true,
"matchCriteria": [
{
"jsonPath": "status",
"operator": "Equal",
"value": "Finished"
},
{
"jsonPath": "eventType",
"operator": "Equal",
"value": "SIGNED_OFF"
}

2

full edit:

The event schema is available here:

Anything you want to get from the event schema you create an input variable with the exact name. Hope this helps!

{
  "id": "string",
  "conversationId": "string",
  "agent": {
    "id": "string",
    "displayName": "string"
  },
  "evaluator": "object",
  "eventTime": "string",
  "evaluationFormId": "string",
  "formName": "string",
  "scoringSet": {
    "totalScore": 0,
    "totalCriticalScore": 0
  },
  "contextId": "string",
  "status": {
    "enum": [
      "Pending",
      "InProgress",
      "Finished",
      "InReview",
      "Retracted"
    ]
  },
  "agentHasRead": true,
  "releaseDate": "string",
  "assignedDate": "string",
  "changedDate": "string",
  "eventType": "string",
  "resourceId": "string",
  "resourceType": "string",
  "divisionIds": [
    {}
  ],
  "rescore": true,
  "conversationDate": "string",
  "mediaType": [
    {}
  ],
  "calibration": {
    "id": "string"
  },
  "evaluationSource": {
    "evaluationSourceType": "string",
    "evaluationSourceId": "string",
    "evaluationSourceName": "string"
  },
  "assigneeUserId": "string",
  "previousAssigneeUserId": "string",
  "evaluationContextId": "string",
  "disputeCount": 0,
  "version": 0,
  "previousStatus": {
    "enum": [
      "Pending",
      "InProgress",
      "Finished",
      "InReview",
      "Retracted"
    ]
  },
  "declinedReview": true,
  "retractedEvaluation": {
    "id": "string"
  },
  "rescoreCount": 0,
  "evaluatorCommentHasUpdated": true,
  "agentCommentHasUpdated": true,
  "previousRescoreCount": 0
}
1 Like
3

Thank you. This is very helpful!

4

I am wanting to grab the agent ID and display name. I'm not as familiar with this as others, so need help understanding which "Flow." action I'm supposed to use.

There are two IDs listed here, so how do I grab the correct one for the agent ID?

{
"id": "string",
"conversationId": "string",
"agent": {
"id": "string",
"displayName": "string"
},

Thanks!

5

Everything between the highlighted brackets is the agent object
image
So the agent id is the one in the agent object.

6

Hi
On mobile so brief reply. Genesys recently updated triggers to allow the full schema to be passed to workflow as a single JSON variable. You can then access every field with the architect JSON functions.
Search this forum for "jsonData" should show other examples mentioned by me.

1 Like
7

Thank you! I appreciate the response.

8

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