Initial Inquiry
I recently asked a question of a third-party SaaS supplier.
Is X & Y data available via the API interface or can it be pushed via a webhook?
"I've spoken to the developers and the answer is pretty much 'no.'"
Well, with some ingenuity and a little bit of Microsoft Power Automate, that "no" turned into a "Yes, it's working" in under 60 minutes.
New Challenge: Personalised Call Insights
Moving on from this project Automating Agent Sentiment Feedback via Netcall CX, Teams, and Power Automate
I was asked whether the Microsoft List could include more caller-specific information, allowing managers to filter by individual callers and view the sentiment of their calls. This would help identify trends in the agents they interact with, the tone and manner of their conversations, and other relevant insights for customer support and training purposes.
Sadly, the needed information is separated across:
- A webhook which can be triggered at the start or end of an interaction (a phone call)
- A historical report showing interaction information and specific details of the third-party caller, etc.
Creative Solution
I quickly devised a plan: import the basic data and the unique interaction ID into a Microsoft List using the webhook when a interaction ends.
From there I can use the API access to grab the historical report via a GET/JSON command. The response can be filtered based on the unique interaction ID, and - I've got the information I need all in one place.
I can even do some extra with it now thanks to Microsoft Power Automate, like formatting a URL to include the phone number, creating a one-click button to search for the person calling on the internal CRM system.
Testing & Refinement
Once I'd got my quick and easy proof of concept going, I made it live for testing with a small internal team, which had no more issues apart from slight tweaks for things like conditional formatting and column order to make the data more presentable and flow naturally when reviewing it.
Lessons Learnt
"No's" don't always have to be "no's" - especially when you have a bit of time at the end of the day and some ingenuity.
