Event-Driven Queue Actions Reference

Objective

An Action Bot is a mechanism that facilitates event-driven queue actions. It triggers based on specified conditions, such as:

• Trigger Type: Event

• Subtype: Queue (specific, multiple, or all queues)

• Events: Clear Call, Entered Queue, Answered Call

For example, a Clear Call event occurs once an interaction is handled and completed, passing important information like interaction notes or dispositions. Similarly, an Answered Call event returns the agent's name. These returned data values can then be passed into Salesforce when selected from the appropriate data source.

This guide provides an example with step-by-step instructions on passing interaction notes and end type dispositions from Sharpen into a Salesforce Task.

Step 1: Navigate to Logic & Actions

1. Go to Admin → Configuration → Logic & Actions.

2. Click New Action in the top-right corner.

3. Enter a name and description for your Action Bot.

Step 2: Configure Trigger Settings

1. Set the Trigger Type to Event.

2. Under Event Settings, choose:

   • A previously set-up queue,

   • Multiple queues, or

   • All queues, depending on where the trigger should apply.

   Note: The Action Bot will only trigger on the queues specified in this setting when a Clear Call event occurs.

3. Select the Events:

   • Answered Call

   • Enter Queue

   • Clear Call (For interaction notes and dispositions, select Clear Call.)

Step 3: Configure Data Sources

1. Select Data Source as Sharpen → Queue Call Manager Activity.

2. Add the following Fields:

   • Queue Call Manager ID

   • Callback Number

   • Click the green Add button to include these fields.

3. Under Filters, select AND and set:

   • Queue Call Manager ID is not empty.

   • Agent Name is not empty.

Add Another Data Source

1. Click the Add button next to Data Source.

2. Select Sharpen → Queue Activity.

3. Add the following Fields:

   • Interaction Notes

   • Call Type

   • End Type

4. Under Filters, select AND and set:

   • Queue Call Manager ID → paste %%queueCallManager__QueueCallManagerID%%.

   Note: This value can be found under Actions on the left panel by selecting Queue Call Manager ID from Queue Call Manager Activity.

Step 4: Configure the Action to Send Data to Salesforce

1. Click Add Action and select URL.

2. Enter the Logic+ flow URL that you would like to utilize.

   • Format the URL based on your isolation zone:

     • IZ0: https://api.sharpen.cx/v1/logics/[your-LogicPlusID]/execute

     • IZ1: https://api.iz1.sharpen.cx/v1/logics/[your-LogicPlusID]/execute

3. Set Request Method to POST.

You can find your LogicPlusID by navigating to Admin → Configuration → Logic+, selecting the desired flow, and clicking Open. The LogicPlusID can be referenced within the URL in your browser, as shown in the provided screenshot.

Step 5: Configure Headers

1. Under Header, click Add twice to create three headers.

2. Leave the first header blank.

3. Set the remaining headers as follows:

   • X-API-SECRET:<yourSecretHere>

   • X-API-KEY:<yourKeyHere>

   Note: These keys were previously generated from the Sharpen API Gateway article - API Gateway Setup [internal Confluence reference, not migrated in this run].

Step 6: Configure JSON Parameters

1. Under JSON Params, enter the following payload:

{
  "customVariables": {
    "qcmid": "%%queueCallManager__QueueCallManagerID%%",
    "cidNumber": "%%queueCallManager__CallbackNumber%%",
    "callType": "%%queueCDR__CallType%%",
    "endType": "%%queueCDR__EndType%%",
    "interactionNotes": "%%queueCDR__InteractionNotes%%"
  }
}

Step 7: Save and Activate

1. Click the Save button at the bottom of the page.

2. Return to the Logic & Actions page.

3. Locate the newly created Action Bot by selecting its name.

4. Once the page loads, click Activate (top-right corner).

5. Click Save again at the bottom of the page.