Hi,
Just wondering if anyone can help, can we trigger a "Call Data Action" upon agent wrapup interaction (call), see below picture.
Purpose of Call Data Action is to update CRM record with wrap up information.
thank you
Fransiska
Hi,
Just wondering if anyone can help, can we trigger a "Call Data Action" upon agent wrapup interaction (call), see below picture.
Purpose of Call Data Action is to update CRM record with wrap up information.
thank you
Fransiska
Hi Fransiska,
You might want to take a look at a new feature we are working on called process automation triggers. In Genesys Cloud we publish events for a wide variety of activities. A process automation trigger will let you "match" an event and initiate an Architect workflow. Essentially you can kick off workflows based on events happening in Genesys Cloud
I just finished a rough draft of a new blueprint that demonstrates exactly what you are talking about. In my blueprint, an Agent tries to do a "callback" to a customer and if the customer is unavailable the Agent selects a Wrap-up code indicating that the customer is unavailable.
The end of the conversation sends an event and we have a process automation trigger that gets triggered and processes a data action that does a callback to send an SMS message to the customer. This is a slightly different scenario from what you are talking about, but the bones of the blueprint would work for you.
So a couple of things:
I hope that answers your question.
Thanks,
John Carnell
Manager, Developer Engagement
Looking at the description of process automation triggers, this feature would really save my day
Is there any ETA for the release of this?
Hi Hampus,
I don't have the specific dates yet. Your best bet for dates would be contacting @Richard.Schott the product manager for the feature.
Thanks,
John
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