Hi...
We have a trigger regarding " * `v2.detail.events.conversation.{id}.user.end"...
We are trying to find all the calls that an agent hangs up.
Trigger is working as expected based on disconnectType=CLIENT. But we are getting many interactions were disconnectType=CLIENT but at the end the call in GCloud shows that the termination is External ..
Have you have seen this scenario?
Best regards,
Martin Ramírez
To my knowledge that trigger does not mean the User ended it. It just means the User's portion of the conversation the ended.
- External The external participant in the conversation caused the disconnect. For example, the customer hung up their phone, or their browser closed during the interaction.
So the externals are when the customer has ended the agents portion of the call.
As far as I understand a transfer would also trigger this, and not sure those would be distinguishable from a hang up the way you're looking.
We normally do this by looking for the customer's call having ended, and then whether it was due to the agent or not.
Eos...
Thank you very much for your comments ...
We want to return a call to the customer only if the agent ended the call.
By definition, an agent should not end any call. They have to wait for the customer to end the call.
On our scenario, when the agente has finished the "process" with the customer, the agente sends the call to an IVR Survey from a Genesys Cloud Script (Scripter.Blind Transfer). On this scenario, the trigger show the Disconnect Type as CLIENT, but at the end, the calls has a Disconnect Type of "External" .....
Can you help us on how can we get the "Externar" disconnect type for those interactions?
Best regards,
Martin Ramirez
Eos..
Regarding your comment: We normally do this by looking for the customer 's call having ended, and then whether it was due to the agent or not.
Does this mean that instead of using "user.end" trigger we should use "customer.end" trigger?
Best regards,
Martin Ramirez
An additional question...
Could this scenario work using trigger "v2.detail.events.conversation.{id}.acd.end"?
Best regards,
Martín
Everything depends on your specific setup and interests.
If all you care about is whether or not the customer was hung up on, I would use customer.ends.
That is the only trigger that tells you the customer is no longer part of the conversation. All the End triggers tell you about each time one of those specific participant types leaving the call.
If a customer transfers from one queue to another both the user and acd triggers will fire for the original agent and the original queue, even though the customer is still actively present, and again when the customer actually ends the call for the two new participants.
This topic was automatically closed 30 days after the last reply. New replies are no longer allowed.