Task routing - task status exchange between Social Miner and Cisco Finesse

Daniele Visaggio · ‎02-10-2020

Whenever a task is created on social miner via rest api, I can successfully query its status via xmpp or rest.

Once created, the task is sent to an available agent on Finesse. When the agent ends working on the task, she presses the end button on her finesse task gadget. This triggers a PUT request to https://<FINESSE-FQDN>/finesse/api/Dialog/<dialogId> with this payload:

<Dialog>
   <requestedAction>CLOSE</requestedAction>
   <targetMediaAddress>1001001</targetMediaAddress>
</Dialog>

This closes the dialog on the finesse side, but I was expecting to receive a status update on social miner too.

Afaik, the finesse CLOSE dialog state should be mapped to the HANDLED status on socialminer but this never happens.

Socialminer shows me the handled state only when I explicitly close the task on socialminer via https://<SM FQDN>/ccp-webapp/ccp/task/{contact id}/close.

So my question: is finesse supposed to send back status updates to social miner or do I need to update task status manually?

Thanks