Genesys Cloud (formerly PureCloud)

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When is a policy evaluated?

  • 1.  When is a policy evaluated?

    Posted 02-24-2021 05:29
    Hi,

    we need to setup a recording policy to retain calls based on some specific wrap-up code.
    The customer's requirement is that in some cases the agent can change the original wrap-up code later during the processing in CRM system by issuing an API call to Genesys Cloud.
    So, for example:

    - the call is handled and the agent selects Wrap up code 1 in the context of the interaction handling. Wrap up code 1 is not in the retention policy
    - Later the agent on CRM issues an API call to change to Wrap up code 2 that IS in the retention policy.

    What wil be the final result? The recording will be deleted as soon as the policy is evaluated first for the first wrap up code?

    Thanks
    Regards
    Giovanni
    #QualityManagement

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    Giovanni Laino
    Lutech S.p.A.
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  • 2.  RE: When is a policy evaluated?

    Top 25 Contributor
    Posted 03-02-2021 00:49
    The recording setting on the trunk tells the system to start recording EVERYTHING.  You have a default delete to make sure that nothing gets saved (please don't forget to do this) and then you build policies for retaining them.  I have always assumed that the policy kicks off when the customer leg disconnects.  That would mean after any wrap-up happens as well.  My guess is that the conversation stays open until both of these events (customer disconnects and last agent wrap-up).  That would allow any post processing to happen if there is any.  In your case, you probably can't run the API call unless you transfer the caller to a Secure Flow and run it in there before you disconnect them for the policy to act upon that information.  


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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
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