Is it possible to configure the Predictive Routing outbound campaign webhook to include real-time agent availability status in the payload sent to ServiceNow?
The current integration uses a Data Action triggered by campaign.outbound.call.completed to update ticket priority in ServiceNow ITSM. However, the webhook payload only contains call duration and disposition codes. The ServiceNow REST API endpoint expects an agent_availability field to calculate SLA breach risks accurately.
Environment details:
- Genesys Cloud Release:
2024-11(v12.5) - Integration: ServiceNow ITSM via REST API (Data Action)
- SDK: Node.js
18.xcustom webhook listener - Region: AWS London
The payload inspection shows only metadata fields like call_id and disposition. The agent_availability field is missing entirely. This causes the ServiceNow ticket to default to low priority, even when the agent is unavailable for follow-up.
Cross-referencing the Genesys Cloud API docs, the POST /api/v2/outbound/campaigns endpoint does not list this field as configurable. Is there a workaround using Data Actions or a custom webhook transformation to inject this data before sending to ServiceNow?
Any insights on extending the outbound campaign webhook schema would be appreciated.