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  • 1.  Interactions on agens

    Posted 08-02-2019 03:29
    If an agent is agent is dealing with an interaction that for whatever reason doesnt complete it (email or sms, but then goes home sick) is there anyway to move that interaction off the agent?​
    #DigitalChannels
    #Handlers

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    sam spicer

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  • 2.  RE: Interactions on agens

    GENESYS
    Posted 08-05-2019 13:28
    I can't think of a good way that preserves statistics other than to change the agent's password, log in as that agent, and complete the interaction.

    As a best practice, you might want to look at changing the After Call Work setting on the queue to one of the Time-boxed settings so the default wrap-up code gets assigned to complete the interaction at the timeout if the agent doesn't set one.

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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Interactions on agens

    Posted 08-06-2019 03:08
    Hi @George Ganahl

    unfortunately this isn't possible for us as our agents use SSO so would mean having access to their domain account. ideally we would need to move the transaction to another agent (like a blind transfer from the interaction window) or move it back into the queue so another agent can pick it up.


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    sam spicer
    Curo Group
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  • 4.  RE: Interactions on agens

    GENESYS
    Posted 08-06-2019 15:34
    It took me a while to figure out, but you can assign the Wrap-up code and finish the email through the API, using the API Explorer at developer.mypurecloud.com
    Get the conversationId from the Interactions for the user (I go through the Performance>Queues Activity view, drill down to the queue, and find the email conversation for that user, then copy the Id from the address bar:
    https://apps.mypurecloud.com/directory/#/engage/admin/interactions/ef8168d9-f858-4abf-ab73-8e9998a657e3

    Use the conversationId to get the details of the conversation using /api/v2/conversations/emails/{conversationId}

    Then scroll down to find the agent's name, and use the id field in that section for the participantId (the id here is different from the userId further down):
        {
          "id": "a1a60af0-c419-4a21-8717-427a9dbe228d",
          "name": "Graham Alexander",
          "address": "customerservice@mypuretraining.mypurecloud.com",
          "startTime": "2019-08-06T18:24:36.255Z",
          "connectedTime": "2019-08-06T18:24:39.955Z",

    You'll need to get the list of possible Wrap-up codes by using /api/v2/conversations/emails/{conversationId}/participants/{participantId}/wrapupcodes

    Then use the API Explorer call listed at the top to set the email wrap-up code and exit the agent from the email.

    There is a thread on the Developer Forum that talks about it as well:

    https://developer.mypurecloud.com/forum/t/assign-wrap-up-code-by-api/2490



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    George Ganahl CCXP, GCP
    Principal Technology Consultant
    Genesys
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