Agent ID and Name In Scenario

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1

Hello,

We have a scenario where the we send a call to a post call survey when the agent hangs up. We catch the hang-up by using the “target disconnected” selection in the connect call block. However as part of this scenario we need to get the agent id and agent name of the agent that disconnected. I know this is available in a workflow but we are not using a workflow, we are in still in a voice scenario. How can I access this data? I am sure there is some way to see what agent was handling the call.

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2

This will have to be obtained after the find agent block and should be configurable in the target disconnected exit branch. Note that you should put your connect block in an exception handler in case a callee can hang up prior to the agent so that you can ensure you always grab this data it’s stored using the user.X variable scheme as shown in the docs below.