I would suggest you look at a trigger on agent disconnect that can run a workflow that will take anything on the conversation including the wrap-up code and place it on the activity. Also, if you are using the Pega integration, it should write this automatically to the activity on disconnect.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 04-09-2024 19:46
From: Aparna Peri
Subject: Set Wrap up code in script
Hi @Piotr Danielewski,
This is a very old post but I am looking into a similar requirement where we want to update the wrap up code in Genesys Cloud from our CRM (Pega).
How did you go with your above solution? Also is that possible after the call has been disconnected?
This post suggests , it might not be.
Genesys Cloud - Main - Genesys
Any alternative suggestions will be greatly appreciated. Thanks.
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Best regards,
Aparna
Original Message:
Sent: 03-02-2021 10:44
From: Piotr Danielewski
Subject: Set Wrap up code in script
Hello!
Actually, I'm currently working on a solution like this.
At this point, I'm pushing results of what users choses in a script to UUI data, which can be retrieved with API call, but I'm facing an issue of using it for reporting purposes (it's only visible when you query for call details by conversation ID - one by one :-( ). I've seen someone saying somewhere on this forum, that they do update wrap up code based on some actions in CRM tool - so think that's going to be my goal - gather what I need in a script and than overwrite wrap up code with API.
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Piotr Danielewski
Ernst & Young Global Services Limited
Original Message:
Sent: 02-26-2021 01:24
From: Reginald Sheraton
Subject: Set Wrap up code in script
hi there,
please advise if the below is current possible and how to configure this o a script
Alternatively are 2 different scripts that will display buttons for assigning the wrap-up and disconnecting the call and then not give the agent a chance to assign in the wrap-up tab.
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Reginald Sheraton
Original Message:
Sent: 06-01-2020 12:31
From: Robert Wakefield-Carl
Subject: Set Wrap up code in script
I would make different queues for inbound and outbound and use different wrap-up codes for each. Alternatively are 2 different scripts that will display buttons for assigning the wrap-up and disconnecting the call and then not give the agent a chance to assign in the wrap-up tab.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 06-01-2020 11:58
From: Shwetha Ravichandran
Subject: Set Wrap up code in script
Hi,
We are making use of the same queue for inbound and outbound. Since Wrap up codes are set on the queue and there is a requirement to have different list of wrap up codes for inbound and outbound call. We were hoping there is a way to customize this experience for agent using a script.
Is this supported by Genesys for PureCloud ?
Thanks,
Shwetha
#Routing(ACD/IVR)
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Shwetha Ravichandran
Pulse Services Inc.
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