Process automation, first test

[Hampus_Nygren]

Hi,

I have started to look at process automation and created my first trigger, but it doesnt seem to trigger. Is there anything else I need to do to get this up and running?

{
  "entities": [
    {
      "id": "5895d877-3ef4-49af-9423-3f6589aab7e5",
      "name": "Voice WrapUp",
      "topicName": "v2.detail.events.conversation.{id}.wrapup",
      "target": {
        "type": "Workflow",
        "id": "5a6f119f-bd81-47f7-8046-7772b3af06a4"
      },
      "version": 1,
      "enabled": true,
      "matchCriteria": [
        {
          "jsonPath": "mediaType",
          "operator": "Equal",
          "value": "VOICE"
        },
        {
          "jsonPath": "direction",
          "operator": "Equal",
          "value": "INBOUND"
        }
      ],
      "description": "This will trigger when a agent wraps up a voice interaction",
      "selfUri": "/api/v2/processautomation/triggers/5895d877-3ef4-49af-9423-3f6589aab7e5"
    }
  ]
}

[Eos_Rios]

If the match criteria is case sensitive you will never match VOICE and INBOUND because;

      "direction": "inbound",
      "mediaType": "voice",

[Hampus_Nygren]

Hi,

Thank you, I tried to update, but I dont see that the workflow is triggered. If it works my flow should show up on the interactions performance view, column flow, correct?

Anything thing else I need to do, except from creating the workflow and the trigger?

{
  "entities": [
{
  "id": "e9ec76af-2274-43da-90be-ceb1e62998c6",
  "name": "Voice WrapUp",
  "topicName": "v2.detail.events.conversation.{id}.wrapup",
  "target": {
    "type": "Workflow",
    "id": "5a6f119f-bd81-47f7-8046-7772b3af06a4"
  },
  "version": 1,
  "enabled": true,
  "matchCriteria": [
    {
      "jsonPath": "mediaType",
      "operator": "Equal",
      "value": "voice"
    },
    {
      "jsonPath": "direction",
      "operator": "Equal",
      "value": "inbound"
    }
  ],
  "description": "This will trigger when a agent wraps up interaction",
  "selfUri": "/api/v2/processautomation/triggers/e9ec76af-2274-43da-90be-ceb1e62998c6"
}
  ]
}

[Jerome.Saint-Marc]

Hello,

If you are trying to trigger your workflow when a Contact Center Agent sets the wrapup code and completes after call work, the topicName you are using is not the right one. You should use 'v2.detail.events.conversation.{id}.acw' instead.
See this recent answer on another post

v2.detail.events.conversation.{id}.acw
This topic pushes wrap up information set by an agent at the completion of after call work.

v2.detail.events.conversation.{id}.wrapup
This topic pushes wrap up information set by system IVRs or other API wrap up events not set by an agent.

Regards,

[Hampus_Nygren]

Hi,

Thank you!

Changing the topic solved the problem.

This is the final trigger

{
  "entities": [
    {
      "id": "6e4b9e93-f4f5-4be0-8d81-014ce282e308",
      "name": "Voice WrapUp v3",
      "topicName": "v2.detail.events.conversation.{id}.acw",
      "target": {
        "type": "Workflow",
        "id": "5a6f119f-bd81-47f7-8046-7772b3af06a4"
      },
      "version": 1,
      "enabled": true,
      "matchCriteria": [
        {
          "jsonPath": "mediaType",
          "operator": "Equal",
          "value": "VOICE"
        },
        {
          "jsonPath": "direction",
          "operator": "Equal",
          "value": "INBOUND"
        }
      ],
      "description": "This will trigger when a agent wraps up voice interaction",
      "selfUri": "/api/v2/processautomation/triggers/6e4b9e93-f4f5-4be0-8d81-014ce282e308"
    }
  ]
}