Using “Abandoned call” in the inbound flow Architect

[MHC]

Hi all,

We are working on a new inbound flow architect and looking for ways to use “Abandoned call” event in that. Is there any way to get “Abandoned call” event and incorporate in inbound flow? We are looking for what API to use or necessary steps to do so.

Thanks in advance.

[tim.smith]

I'm not sure what you're referring to as the "abandoned call event". Can you clarify what it is and how it relates to an inbound flow? Also, what goal are you trying to accomplish with this?

[MHC]

Hi Tim,

Our current client is a car accident handling company. Because of the nature of their business, they need to call immediately back to customers who were in que but hung-up before connecting to an agent(i.e. abandoned call).

Therefore, we are working on the inbound flow architect that allows our client to get notification immediately in the event of abandoned call. We are looking for ways to get abandoned call status when it happens, so that we can incorporate that status data in the inbound flow.

[tim.smith]

If you need this literally in real time, you can build a service to subscribe to notifications for conversations in a queue. When you identify that one has ended without leaving the queue, you can then create a callback or whatever process you want to do. See https://developer.mypurecloud.com/api/rest/v2/notifications/notification_service.html

You can also batch process this by using an analytics query on an interval to look for abandoned conversations. That query would use a segment filter to check for disconnectType=peer, purpose=acd, and mediaType=voice. You can then take action on those results.

[MHC]

Thank you so much!