Genesys Cloud Calls Completed events

In today's fast-paced digital landscape, effective communication is vital for businesses to thrive. Real-time communication channels, such as voice calls, play a crucial role in connecting people across the globe. To optimize these interactions, businesses often leverage event-driven architectures and technologies like Event Grid to capture and process real-time call completed events. In this article, we will explore the significance of real-time calls completed events, their benefits, and how they can enhance communication and analytics for businesses.

Understanding Real-Time Calls Completed Events

Real-time calls completed events are generated when a voice call is completed. These events provide valuable insights into various aspects of the call, including its duration, participants, timestamps, and potentially additional metadata. By capturing and processing these events, businesses gain a deeper understanding of their communication patterns, customer interactions, and overall call performance.

Benefits of Real-Time Calls Completed Events

Call Analytics: Real-time calls completed events enable businesses to gather valuable data for call analytics. By analyzing call duration, frequency, and other metrics, companies can gain insights into communication patterns, identify bottlenecks, and optimize their call infrastructure accordingly.

Customer Experience Optimization: The data from real-time calls completed events can help businesses assess the quality of their customer interactions. By monitoring call duration, call drops, and other parameters, organizations can identify areas for improvement, enhance call center operations, and ensure exceptional customer experiences.

Service Level Agreement (SLA) Compliance: For businesses that offer communication services, real-time calls completed events play a crucial role in tracking and meeting SLA requirements. By capturing call durations and timestamps, organizations can measure their performance against SLAs, identify deviations, and take proactive measures to meet their service commitments.

Billing and Accounting: Real-time calls completed events provide essential data for accurate billing and accounting processes. By recording call durations and other relevant details, businesses can generate precise invoices, track usage patterns, and manage revenue streams efficiently.

Implementing Real-Time Calls Completed Events

To capture real-time calls completed events effectively, organizations can leverage event-driven architectures and platforms like Event Grid. Event Grid provides a scalable and reliable event delivery system that allows businesses to capture call completed events from Geensys Cloud. These events can be routed to event handlers or downstream systems for further processing, analytics, or integration with other business applications. By integrating Event Grid with their call infrastructure, businesses can set up event subscriptions to receive real-time calls completed events.

Event Type: queues.conversations.calls.completed

All metrics in seconds.

Genesys Cloud call completed event schema

{
    "properties": {
        "Agents": {
            "items": {
                "properties": {
                    "Id": {
                        "type": "string"
                    },
                    "Name": {
                        "type": "string"
                    }
                },
                "required": [
                    "Id",
                    "Name"
                ],
                "type": "object"
            },
            "type": "array"
        },
        "ClientConnectedTime": {
            "type": "string"
        },
        "ClientEndTime": {
            "type": "string"
        },
        "ConversationId": {
            "type": "string"
        },
        "Metrics": {
            "properties": {
                "countAcd": {
                    "type": "integer"
                },
                "countAgents": {
                    "type": "integer"
                },
                "countIvr": {
                    "type": "integer"
                },
                "tAcd": {
                    "type": "integer"
                },
                "tAcw": {
                    "type": "integer"
                },
                "tAgentTotal": {
                    "type": "integer"
                },
                "tClient": {
                    "type": "integer"
                },
                "tIvr": {
                    "type": "integer"
                }
            },
            "type": "object"
        },
        "Queues": {
            "items": {
                "properties": {
                    "Id": {
                        "type": "string"
                    },
                    "Name": {
                        "type": "string"
                    }
                },
                "required": [
                    "Id",
                    "Name"
                ],
                "type": "object"
            },
            "type": "array"
        },
        "WrapupCode": {
            "type": "string"
        }
    },
    "type": "object"
}