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------------------------------
Giovanni Laino
Lutech S.p.A.
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