URL Open at conversation end

[AndyJackson]

Hi All

Does anyone know if its possible to screenpop a URL when a conversation has been disconnected, I am trying to overcome the lack of ACW timer on digital medium to prompt the agents to wrap the chat or ?? up when they are done.

Its easy when the conversation starts

Andy

[John_Carnell]

Hi Andy,

Thanks for reaching out to us. I reached out to indomitable Mr. @tim.smith and chatted with him on this. One thing you can do is use our script functionality and embed an iframe, that points to a custom web page. On the web page you would initiate an OAuth flow. Since the user will already have a Genesys Cloud cookie they would not be forced to authenticate. You could keep the iframe code minimized and transparent.

Then you would look up all of the user's conversations and subscribe via the notification service to events associated with that user conversation. As soon as a non-disconnect event is received, you could start a timer on the page and wait for additional notification events around the conversation. If the timer goes over X amount of time you could have the iframe Flash a message to the user asking them to disconnect.

Its not a perfect solution, but it is doable. I would suggest to get started you take a look at:

1. Our resource center on writing scripts
2. Information about our notification service

We have a ton of blueprints, videos - look in the DevDrops section and blog articles about our notification service in our developer center.

I hope that helps.

Thanks,
John Carnell
Manager, Developer Engagement