Hello,
I have a scenario where I need to auto assign a particular wrap-up code to a conversation where the agent fails to assign a manual wrap-up within the ACW time. Normally, in those cases, Genesys will assign a system wrap-up called "ININ-WRAP-UP-TIMEOUT" to such interactions. I have created a trigger with the event "v2.detail.events.conversation.{id}.wrapup" and it is expected to invoke a custom workflow where I am fetching the system wrap-up and updating the wrap-up code.
However, I suspect that this trigger is not working. I tested the events by subscribing to topics through a channel, then done a test call, passed the conversation ID in the topic URL, but when I monitored the events, I was only seeing event details for v2.detail.events.conversation.{id}.customer.end. There are no event details for the wrapup event. I am not sure why. I let the ACW time out and then observed the system assign the system wrap-up code to the interaction, but why was this event not captured in the notifications? Is that why my trigger is not working?
Trigger Configuration:
{
"id": "1e5524a7-6ea0-439e-a5da-1470c2871415",
"name": "No Wrap-Up Code Trigger",
"topicName": "v2.detail.events.conversation.{id}.wrapup",
"target": {
"type": "Workflow",
"id": "8659af42-8df2-4844-976c-b12db2181c8f",
"workflowTargetSettings": {
"dataFormat": "TopLevelPrimitives"
}
},
"version": 16,
"enabled": true,
"matchCriteria": [
{
"jsonPath": "conversationId",
"operator": "Exists",
"value": true
},
{
"jsonPath": "queueId",
"operator": "Equal",
"value": "cb8f003a-7f0b-4375-871d-84fb194f8d6a"
},
{
"jsonPath": "wrapupCode",
"operator": "Contains",
"value": "ININ"
}
],
"description": "",
"selfUri": "/api/v2/processautomation/triggers/1e5524a7-6ea0-439e-a5da-1470c2871415"
}
Please provide a resolution for this.
Thanks & Regards,
Vishnu.