Jeremy - while you can use the API to change the wrap-up code of a completed interaction, the issue is that the change will not be picked up by analytics nor will it be reaggregated in our historical reports so it creates a bit of a blackhole! The ideas we have in place are really to enable the update of the wrap-up codes more easily and to ensure we can figure out a way to address historical reporting.
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Chris Bohlin
Product Manager - PureCloud
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Original Message:
Sent: 11-06-2020 04:32
From: Jeremy Monzo
Subject: Changing wrap-up code for for finished interaction
Hello guys,
It seems possible to update wrapupcode for an interaction that took place in the past with this API :
/api/v2/conversations/{conversationId}/participants/{participantId} with something like :
{
"wrapup": {
"code": "7637844c-407a-42c0-ae15213566e229"
},
"state": "disconnected"
}
The only inconvenient, you cannot execute this API with Data action using client credentials, the user who launchs this API needs to be authentified.
Jeremy
------------------------------
Jeremy
Original Message:
Sent: 12-17-2019 08:52
From: Chris Bohlin
Subject: Changing wrap-up code for for finished interaction
Glebs, there are a couple ideas open in the ideas lab around this topic. Could I ask you to add your vote so we can help this gain some visibility? https://purecloud.ideas.aha.io/ideas/CLPLA-I-523 or https://genesys.aha.io/ideas/CLPLA-I-547
Thanks,
Chris
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 12-16-2019 04:56
From: Glebs Suvalovs
Subject: Changing wrap-up code for for finished interaction
Hi,
I had this request come up because teams in our company audit the calls and some of them are incorrectly reported by agents. The wrap-up codes go into other reports later and, of course, incorrectly.
Supervisors wondered if there is a possibility to change the wrap-up code already in PureCloud when they audit them.
I went through the APIs and couldn't find anything. Wondered why this is not possible because this seems to be a scenario that can frequently occur.
------------------------------
Glebs Suvalovs
CIRCLE K AS
Original Message:
Sent: 12-13-2019 09:14
From: George Ganahl
Subject: Changing wrap-up code for for finished interaction
I do not know of a way to do so, even through the API.
------------------------------
George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 12-13-2019 06:55
From: Glebs Suvalovs
Subject: Changing wrap-up code for for finished interaction
Hi,
Is there a possibility for a supervisor or an admin to change a wrap-up code for an interaction that took place in the past? Is it true if the interaction has ended and an agent has selected a wrap-up code it is unchangeable? Admins can't set a several hour audit possibility for interactions if they for example are reported on incorrect categories?
Thanks.
#Omni-ChannelDesktop/UserInterface
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Best Regards,
Glebs
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